Java with Information Builder/ Webfocus/ Focus
Vertex Technology Group - New York, NY

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Full Time 125k

General Description ..

Provide technical support to customers and employees with application deployment, debugging and problem determination. The emphasis of this position is on answering customer questions and solving problems, while encouraging team participation in order to promote the ongoing development of the individual and the team.

The Technical Support Representative Level III is a proven high-level person with technical expertise and customer support skills. A person in this position has mastered the day-to-day customer support duties, has strong product knowledge, and has achieved product specialization in at least one major Information Builders product component.

Reports to: Support Manager

Duties and Responsibilities

  • Solve problems and answer questions quickly, efficiently and courteously
  • Meet and exceed customer satisfaction and responsiveness goals
  • Provide high level technical support predominantly of a post sales nature
  • Develop expertise in products that will allow the Technical Support Representative to act as a resource for other team members and provide in depth solutions to customer queries
  • Provide support to other Technical Support Representatives to allow them to be more technically sufficient and independent
  • Interact with other technical groups within the company
  • Manage critical support problems and questions, handle escalations and sensitive problems and questions
  • Manage critical accounts
  • Be recognized as an expert in specific technical areas and platforms
  • Resolve more complex cases and take on special projects
  • Acquire technical knowledge of products in order to address customer problems and questions by attending internal training classes
  • Proficiency in the use of all available tools that aid in the case resolution process
  • Create Symptom Problem Solutions (SPSs) and technical documents
  • Train peers in technical and administrative procedures of the team
  • Respond to customers problems and questions in a timely, professional and appropriate manner in order to maintain high levels of customer satisfaction and low case duration
  • Maintain a professional and courteous demeanor when interacting with customers and peers
  • Assist peers responding to customer case problems and questions
  • Contribute to team and departmental goals and objectives
  • Follow departmental procedures and methodologies as outlined in the Policies and Procedures manual
  • Strive to have a maximum impact upon the team’s overall performance
  • Understand and effectively use available debugging tools
  • Perform any duties as they are assigned

Job Qualifications

  • College degree (preferably in Computer Science) or equivalent experience
  • Five to ten years of technical support or equivalent experience
  • Knowledge of WebFOCUS or FOCUS
  • In-depth knowledge and experience with: two or more operating systems, two or more relational databases and two or more programming languages
  • Willingness to work a flexible schedule as needed

Required Skills

  • Strong analytical, debugging and diagnostic skills
  • Strong interpersonal and time management skills
  • Strong customer service and listening skills
  • Excellent written and verbal communications skills
  • Willingness to interact and participate within a team environment
  • Ability to multitask and prioritize tasks
  • Ability to address and resolve technical problems and questions
  • Ability to learn and acquire knowledge in new product areas and apply it effectively to solve problems
  • Strong advanced troubleshooting skills and coding techniques
  • Ability to work with a minimal amount of supervision