Technical Support Expert

1 month ago


Forrest City, Arkansas, United States Executive Information Services, Inc. Full time

**Job Summary**

Executive Information Services, Inc. is seeking a highly skilled Software Support Representative to provide exceptional application support to our clients. As a key member of our team, you will be responsible for investigating, managing, and resolving complex technical issues related to our software applications.

**Key Responsibilities**

  • Operate as a frontline support liaison between EIS and our clients, effectively responding to inquiries of both a product and technical nature.
  • Assess various situations, reviewing software configuration, setup, and software code to identify the correct resolution or escalate according to departmental guidelines.
  • Report detailed information within our client tracking system and document processes, routines, and programs by following defined guidelines and team goals & objectives.
  • Regularly review the database of submitted items and proactively follow up with clients to ensure that their inquiries and/or issues have been satisfactorily resolved.
  • Work closely with other team members as part of a cohesive group in exchanging knowledge through training sessions and peer-to-peer interaction.
  • Maximize and maintain current knowledge and awareness of applications and related technologies.
  • Sound understanding of API and web services technologies and functions.

**Requirements**

  • Ability to present support webinars, both internally to staff as well as to customers via the web.
  • Sound knowledge of engagement delivery and software troubleshooting techniques with a high focus on first call resolution.
  • Ability to interpret requirements, and recommend solutions that best address clients' needs.
  • Excellent analytical, research, and problem-solving skills with a strong ability to multi-task and prioritize work effectively.
  • Strong ability to multi-task and prioritize work effectively.
  • Exceptional attention to detail and the ability to grasp concepts quickly.

**What We Offer**

As a Software Support Representative at Executive Information Services, Inc., you will have the opportunity to work with a great team, providing exceptional customer service and development support. You will be responsible for contributing to a knowledge base and supporting user forums, and will have the ability to make a real impact on our clients' success.


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