Technical Support Generalist

Horizon Software International, LLC Duluth , GA 30198

Posted 3 months ago

CBORD and Horizon are the world's leading providers of integrated technology solutions powering housing, access, foodservice, nutrition, eCommerce, and card systems for K-12 and higher education, acute care, senior living, and business campuses. Our success and growth is directly attributed to our DREAMteam. Our culture is built on integrity, respect for our people, and continuous personal development. We maintain an entrepreneurial spirit, where creativity, innovative problem solving, and learning agility drive our day-to-day actions.

DREAMteam (how we refer to all of us) You're engaged and self-motivated. You think like an entrepreneur, constantly driving improvement and innovation. You act as a change agent. You're a team player contributing to a collaborative and diverse work environment. We question the status quo and so should you. You are accountable and focused and take smart risks. You're an extension of our talent acquisition team always scouting top talent to join our team.

The Technical Support Generalist is responsible for analyzing, troubleshooting and resolving customer issues and questions via phone, email and other methods while maintaining a high level of customer satisfaction. This position remotely addresses and responds to customer inquiries on organizational products and services, including installation, operational functions, troubleshooting, maintenance and general questions. This position also acts as the primary liaison between the client and CBORD and Horizon.

What You'll Be Doing

  • Deliver support to end users by answering inbound communication via phone, email, and web portal, documenting cases in the Customer Relationship Management software, working assigned cases, resolving and/or escalating customer issues to keep the case moving through the support process

  • Interact with customers to provide and process information in response to inquiries, concerns and requests about products and service

  • Diagnose, research and resolve technical issues by gathering customer's information and determining the issue by evaluating and analyzing the symptoms sufficiently documenting in the case the specific details of each issue and actions taken, including the steps to replicate the issue and the steps taken to resolve the issue

  • Follow standard processes and procedures

  • Accurately process and record customer interactions using computer and designated tracking software

  • Accept and retain ownership of client issues, provide regular updates to customers on cases that are not resolved the same day they were opened and manage aging of assigned cases

  • Possess a basic understanding of the organization's products assigned, staying current with system information, changes and updates, and escalate more complex inquiries

  • Work with more knowledgeable resources to ensure any case needing escalation has appropriate documentation and detail to effectively transition the case without inconvenience to the customer.

  • Ensure service level standards are achieved (as defined by the Technical Support management team)

  • Handle interruptions well and move between tasks with ease while still meeting deadlines

  • Use appropriate discretion in handling critical client calls and escalating calls to management

  • Develop professional relationships with ongoing customers through excellent customer service

  • Follow company communication procedures, policies and guidelines at all times

  • Perform each duty above with our customers' satisfaction as your number one priority.

  • Assist in training new and temporary Technical Support staff

  • Contribute new content to the Support Knowledgebase

  • Perform and support installation and upgrades of organization's products assigned as needed

What You'll Bring to the Table

  • High school Diploma and willingness to learn through on-the-job training; College degree in Business Application areas, Computer science, or a related field desired but not required.

  • 1-3 years related work experience preferred

  • Good interpersonal communication skills, both verbal and written, and ability to remain calm and professional in all circumstances

  • Excellent phone skills, which includes actively listening and developing effective questioning techniques to resolve issues

  • Knowledge of customer service principles and practices with previous customer service experience

  • Proven ability to quickly identify problems, form solutions, and execute step-by-step troubleshooting procedures

  • Moderate understanding of the general aspects of the job, including knowledge of relevant software computer applications and equipment

  • A positive, professional, solution-oriented, enthusiastic and team-oriented attitude

  • Demonstrated ability to handle interruptions well and move between tasks with ease while still meeting deadlines

  • Ability to follow department processes and procedures

  • Familiarity with Customer systems a plus

  • General understanding of major RDBMS with emphasis on Oracle, MS SQL, and Sybase ASA desired

  • General desktop OS knowledge (PC and Server)

  • General network communication, network security, network administration and wireless networking knowledge

  • General virtualization knowledge

  • General knowledge of IIS and web services desired

  • Experience supporting mobile apps a plus

What's Good to Know

  • May require fulfillment of the government security clearance application process

  • Occasional travel may be requested

  • Flexible hours required including overtime and rotating on-call/after-hours support

Who You'll Work With

  • Across all internal departments, especially the Customer Support team

  • Third party vendors

  • Clients/Customers

Why be a part of the DREAMteam (DREAMperks)

Stay Healthy

  • Eligible team members have access to a robust health insurance plan on their first day of employment.

  • To encourage, motivate and challenge team members to take an active interest in their health and well-being, the Company provides a Wellness Benefit of $200 for the calendar year

  • Access to an Employee Assistance Program

Enjoy Time-Off

Eligible team members are granted with the following paid time off annually:

  • Vacation: 15 vacation days; pro-rated during the first year

  • Holidays: 10 paid holidays each year

  • Sick Time: 5 sick days; pro-rated during the first year

  • Personal days: 3 personal days; pro-rated during the first year

Plan for the Future

  • Employer paid Life Insurance / AD&D / Short-Term Disability Insurance

  • Voluntary Long-Term Disability Insurance / Term Life Insurance / AD&D

  • Access to FSA Plans & Commuter Benefit Plans

  • 401(k) Savings Plan where the Company matches team member contributions $0.50 for every dollar saved up to 8% of pay.

  • Access to the Roper Employee Stock Purchase Plan

  • Paid Parental Leave Program

Make an Impact

  • DREAMcares (The Company's outreach initiative to support our extended community): Eligible employees will have access to 3 paid days off annually to serve at a qualified and approved organization
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Technical Support Generalist

Horizon Software International, LLC