Technical Support Technician

Technical Support Technician

Celerant 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.

The position responsibilities include, but are not limited to the following:

• Answer telephone calls and or e-mails from customers. Collect appropriate information from customer regarding questions or problems and open Tickets in Ticketing System.
• Use SQL server programming to diagnose and solve customer issues
• Coordinate with development with strategies to resolve software issues
• Use active troubleshooting to resolve hardware or software issues within specified time frames. Document action take, escalate call if necessary
• Contact customers to follow up on outstanding issues. Assist with resolution
• Coordinate return of merchandise in need of repair, if needed.
• Assist with documentation regarding bugs, new products or new solutions.
• Other duties as assigned by manager
• Advises upper management on product development issues arising from product problems identified through technical support calls with customers.
• Develops and implements plans to acclimate existing customer base and introduce new accounts.
• Escalate customers expressing a high level of dissatisfaction and work with escalated team.

*Please note that your daily duties can change upon the Call Center Managers request to meet business needs.

Requirements

The position responsibilities include, but are not limited to the following:

• Answer telephone calls and or e-mails from customers. Collect appropriate information from customer regarding questions or problems and open Tickets in Ticketing System.
• Use SQL server programming to diagnose and solve customer issues
• Coordinate with development with strategies to resolve software issues
• Use active troubleshooting to resolve hardware or software issues within specified time frames. Document action take, escalate call if necessary
• Contact customers to follow up on outstanding issues. Assist with resolution
• Coordinate return of merchandise in need of repair, if needed.
• Assist with documentation regarding bugs, new products or new solutions.
• Other duties as assigned by manager
• Advises upper management on product development issues arising from product problems identified through technical support calls with customers.
• Develops and implements plans to acclimate existing customer base and introduce new accounts.
• Escalate customers expressing a high level of dissatisfaction and work with escalated team.