Customer Support Technician
Shelby Systems - Cordova, TN

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Provides front line support to customers. Handles customer telephone calls, e-mails, faxes and voice-mails in a timely, courteous and efficient manner.
  • Ensures customer inquiries receive appropriate responses.
  • Logs all correspondence with customers in to the support database.
  • Initiates escalation to team leader for those problems that require programming or that the team member cannot resolve.
  • Functions as the problem “owner” after escalation occurs, following up to ensure timely resolution.
  • Tests and proves program fixes and program changes.

  • Requirements:
    • High School graduate or equivalent.
    • 1-2 years experience in a Help Desk role; experience supporting financial software preferred but not required.
    • Thorough understanding of basic computer principles.
    • Understanding of basic Accounting principles.
    • Experience with relational databases such as SQL, website development and computer networking preferred.
    • Ability to Analyze and evaluate programs, products, services and/or systems in order to support customer needs and/or resolve problems.
    • Ability to Provide superior customer service and efficient problem resolution.
    • Effective communication and interpersonal skills.
    • Time management skills and organizational ability.

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