Applicaton Support Representative II
Management Science Associates Inc. - Pittsburgh, PA

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Management Science Associates, Inc. (MSA) is a diversified information management company that for over half a century has given market leaders the competitive edge in data management, analytics and technology. The MSA Information Management Solutions (IMS) division has been offering client-focused data management, technology and analytic solutions to the Consumer Package Goods industry since the early 1980s. We are seeking an Application Support Representative II to join the IMS Product Support Team. The Product Support Team is responsible for assisting internal and client users with software questions and problems. The ideal candidate will have strong analytical, as well as excellent oral and written communication skills. Prior help desk experience is desired. Learns how to use supported applications and gains familiarity with supported databases.

Responsibilities

Responds to client inquiries via telephone or email and resolves client's questions or problems regarding supported software applications and databases

Provides timely responses to client inquiries

Documents calls, solutions, remaining problems and adds to customer service database

Contributes to trainings for clients and new project personnel

Creates reports containing usage information on various applications and call volume

Checks reports using supported client databases

Creates and sends reports to clients

Works with other MSA personnel to improve products and services.

Required Skills

Requires a four-year degree or equivalent experience

Minimum 1 year experience working with PC-based systems (experience with MS Excel and Word is required)

Very strong written and oral communication skills

Strong interpersonal relationship skills (must be able to work effectively with clients, internal client service, operations and development groups)

Strong analytic skills

General knowledge of help desk software/ticketing system

Required Experience

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