This position responds to, diagnoses and resolves problems through telephone discussions with end-users that have been escalated by the Tier1 Support Desk. The Specialist is responsible for resolving complex problems in their area of expertise. This position is a resource to the user community and other IT personnel that is an expert in all functional and operational aspects of at least one business software application.
Interprets, analyzes, diagnoses, documents and resolves second level customer service problems related to Republic Services application software escalated by Tier 1.
Recommends system modifications to reduce user problems.
Researches support issues by working with Business Systems, Network Engineering, Enterprise Engineering, and Application Development personnel or others.
Appropriately escalates problems as required.
Using the incident/problem tracking system, accurately documents all activities.
Keeps Support Desk team and management apprised of any new support issues in a clear and timely manner.
Works to consistently improve call handling and resolution processes.
May participate in the writing of all on-line help, help text, and procedures documentation for distribution with all new, enhanced, and modified applications.
Performs other job-related duties as assigned or apparent.
Interested candidates should submit resumes and salary requirements by clicking “Apply Now". Please reference Job Title and Job #.
Bachelor’s degree or 4 years job-related experience including training or supporting end users.
2 years experience with relevant application software.
3 -5 years experience with the waste industry software including but not limited to InfoPro, RSI, PC Scale, TRUX, Dossier or CFA.
Conversant with all functional and operational aspects of relevant software applications and operating procedures.
Knowledge, Skills and Abilities:
Strong oral and written communication skills.
Familiarity with relevant ad-hoc reporting tools.
Ability to impart technical knowledge to non-technical end users.
Ability to read, analyze, and interpret functional procedures.
Must be able to complete a set of assigned tasks and assignments with minimal supervision.
Strong relationship-building and people skills.
Ability to handle multiple tasks concurrently and effectively respond to changing priorities.
Republic Services is a dynamic company that offers a competitive salary and benefits package including major medical coverage, supplemental insurance programs, retirement benefits, and paid vacation and holidays.
Republic Services promotes a drug-free and alcohol-free workplace and conducts pre-employment drug testing.
Going Green for the Environment.
Republic Services - 11 months ago