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.
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.
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