Software Support Technician - Entry Level

Technical SupportCelerant Technology Corporation is a leading provider of premium, advanced retail management software for retail organizations. Our software, developed in-house, manages all areas of the retail business including point of sale, inventory management, warehouse, distribution, allocation, e-commerce, sales back office, advanced reporting and more. We give retailers the capabilities necessary to run their operation both efficiently and profitably.Celerant is a successful software company that is rapidly expanding. The main headquarters are located in Staten Island, New York, as well as additional satellite offices in Georgia, Oklahoma, Texas and California. Celerant's staff consists of several departments including Marketing, Sales, Development, Quality Assurance Testing, Hardware, Implementation and Training, and Technical Support.The ideal Technical Support candidate should be detailed orientated, possess the ability to work effectively with co-workers and end users, and exhibit outstanding customer service skills.Responsibilities:Answer phone calls and email inquiries from users and provide technical support/guidance to resolve issues.Log all incidents into the department call tracking system as per departmental standards.Assist in the creation of knowledge base articles as they pertain to the present and future environmentWork on unresolved issues from evening and weekend shifts.Escalate any possible wide spread issues to the Technical Support Manager as identified by e.g., high volume of calls pertaining to a similar issue, etc.Support Implementation/Training Team with any customer issues.Skill Requirements:BA or equivalent degree in Computer Science, Information Technology, or related field.Basic SQL knowledge preferred.Relational database experience is a plus.