SYSPRO is looking for twoTechnical Software Support Analysts. One will be filling the role of the CRM Support Analyst and the other the role of the ERP Financial and Distribution Support Analyst. The desired candidates should have experience in supporting, working as a business analyst, or power user with ERP or CRM Software applications. Candidates must be a skilled software troubleshooter with an aptitude to learn quickly and have the ability to accomplish tasks under limited supervision. To perform this job successfully you will have excellent oral and written communications skills with a strong service ethic. The candidate must possess the ability to communicate difficult concepts to various audiences with different levels of technical knowledge.
PRIMARY DUTIES AND RESPONSIBILITIES
Receive incoming software support calls from customers, prepared to support both front and back end of Customer Relationship Management (CRM) Application or ERP Financial & Distribution Software applications.
Connectivity to customers through remote support tools for the purpose of gathering data and troubleshooting issues.
Conduct in-depth analysis on problems reported for software application.
Responsible for managing open service ticket queues providing weekly status to customers and department manager regarding the progress of the assigned issue.
Generate technical documentation for our knowledge-base and in some cases for end users.
SKILLS / KNOWLEDGE
Ability to troubleshoot both front end and back end of software products either as a “power user” or in a software support role with emphasis on CRM Software or ERP Financial and Distribution Software.
Good working knowledge of basic database administration
MS SQL Server , Crystal Reports, Visual Basic or VB Scripting
Experience supporting ERP Applications including Accounting, Distribution, Manufacturing, and CRM.
Experience with products like SYSPRO, MACOLA, EPICOR, SAP, SAGE, MAS500, or ORACLE EBS
Possess excellent customer service and communication skills in person, on the phone, and in writing
Must possess excellent problem solving and analytical skills
Requires the ability to multi task in a fast paced environment
Practices good time management and organizational skills
Provide resolutions in accordance with Service Level Objectives