Technical Customer Support – Accounting & Field Service Software
Data-Basics, Inc. (Cleveland, Ohio)

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We're looking for a technical Sherlock Holmes whose sleuthing skills will get to the bottom of technical support issues FAST.

Are you a tenacious troubleshooter? Do you love to improve and fix things? Do you enjoy interacting with customers?

 

POSITION OVERVIEW

This immediate opening requires an individual that is analytical, personable and energetic to work with customers using our enterprise software suite, SAM Pro Enterprise. Each implementation of our software package is tailored to the needs of the client; therefore each scenario will challenge your technical and problem solving skills. Since customer feedback guides our software changes and upgrades, so you will be a vital part of improving the quality and functionality of our flagship software product.

 

POSITION DETAILS

Identify and investigate areas for improvement with current and future software products. Communicate professionally and effectively with customers, from initial call/e-mail through issue resolution. Log into customer software systems to identify and resolve technical issues. Interact with developers to manage software upgrades and other long-term issues. Open accurate, detailed cases using our bug tracking system. Coordinate incidents by resolving them or routing them to the appropriate teammate. Proactively communicating potential technical issues. Provide updates for support documentation based on customer fixes. Identify and provide feedback on training opportunities for both customers and support teammates. Assists in remote consulting and/or training on the software product. Up to 25% travel (mostly new installations and ongoing training)

 

QUALIFICATIONS

Minimum 2 years of technical experience in a customer support, IT consultant or similar role A completed 4-year degree or commensurate experience Possess and/or gain expertise with SAM Pro Enterprise software Past experience in service or construction businesses Knowledge of business accounting software / construction management packages such as Timberline, Great Plains Dynamics, Maxwell or Wennsoft Knowledge of SQL with the ability to run queries a BIG plus Crystal reporting experience also a BIG plus Technical knowledge of databases (such as Microsoft SQL, Sybase, Oracle), software applications, operating systems, networks, and connectivity Effectively communicate with customers in a variety of roles and levels of technical expertise Ability to prioritize projects and adjust to shifting needs Customer-service minded and team oriented, i.e., must work well with other department members and programming staff

 

COMPENSATION + BENEFITS

Compensation is commensurate with experience, so apply knowing that we will evaluate you based on your expertise and past experience. We are VERY competitive.

401k and profit sharing Comprehensive, paid medical insurance/Life insurance Paid vacation and paid time off Generous bonus potential Casual dress code Tuition reimbursement Flex time

 

APPLY NOW

We prefer that you submit an electronic resume via this site or cut and paste your resume into the body of an email. If you choose to attach your resume via email, please make sure it is a PDF or Word file and send it to hr@databasics.com with the subject "Technical Support Resume - Monster".  No calls please.

 

COMPANY

Data-Basics (www.databasics.com) is a leading provider of enterprise software solutions for the service, construction and facilities management industries. Offering a fully integrated system, Data-Basics helps companies plan and track enterprise-wide activities in real time while managing data in a customized, secure environment. Based in Cleveland, Ohio since its establishment in 1974, Data-Basics has a growing network of dealers and offices throughout North America.

 

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