Support Analyst

Description

Perform expert level remote helpdesk services for CDG’s customers with a focus on standards of excellence that ensure customer satisfaction, technical accuracy, and productivity.  This position is a customer facing position that demands teamwork and performance that projects dependability, integrity, and professionalism. Works closely with software development and IT teams on escalating software defects and feature enhancements. 

Key Responsibilities and Accountabilities

· Provide accurate and efficient remote software support to CDG customers.

· Provide technical support to CDG customers on daily operations related to telecommunications service delivery.

· Assist with developing reports, optimizing software configurations, assisting with special requests and other related technical functions.

· Ability to train others on application software; develop and utilize appropriate training materials.

· Interact and communicate independently, effectively, clearly, and professionally in a manner that promotes considerate and cooperative relationships and overall teamwork.

· Provide expert level knowledge of application software and procedures to investigate and resolve software problems as needed.

· Provide training on-site at customer locations and as needed at CDG’s annual Customer Conference.

· Will perform demonstrations/presentations explaining features and benefits of application software to prospective customers as needed.

· Suggest product enhancements and modifications and assist in the production and maintenance of user documentation.

· Perform certain assignments relative to Quality Assurance Testing, system fixes, and documentation of system enhancements.

· Perform other miscellaneous duties as assigned to ensure effective operation of department specifically and CDG as a whole.

· Provide user input to software development staff for billing program enhancements and modifications.

· Perform integrity and validation checks on all data transferred.

· Participate in industry meetings, conventions, forums, etc., as well as various marketing/sales efforts as required.

· Work on projects as needed that may include technical documentation and quality assurance functions. 

Perform other related duties as assigned to ensure effective operation of department specifically and CDG as a whole. 

Requirements

Associate degree in Computer Science or Information Technology fields preferred. Related curriculum or equivalent experience will be considered. Telecom knowledge a plus. 

Minimum 2 years’ experience with Microsoft Windows, Linux, Microsoft Word, Microsoft Excel, Adobe Acrobat, relational databases, and accounting related applications with basic knowledge of modern internet technologies and related hardware and software applications. 

Must be a team player with the ability to work with minimal supervision.

Must be willing to work extra hours, weekends, and on-call situations if needed.

Must be willing to travel and have a valid driver's license with a good driving record to drive rental vehicles if necessary.

Must be a self-motivated, people-oriented individual with highly developed interpersonal, oral and written communication skills, who is comfortable making presentations to large or small groups and with extemporaneous speaking when necessary.

Understanding of CDG products and services and knowledge of wireline and wireless industries would be beneficial.

Must be able to project and maintain an image of integrity, dependability, and professionalism in all business relationships, both internal and external.