Service Desk RepresentativePosted: November 13, 2009
Help Desk Representative will answer, evaluate and prioritize requests from users experiencing problems with Eclipse Software. Representative will also assist with other routine support calls from non Eclipse users. Essential duties include, but are not limited, to:
Answer phone calls or emails from our Eclipse Users
Record phone and emails by utilizing Incident Management procedures.
Identify a users problem over the phone or email by systematically questioning the user.
Instruct the user how to solve routine software and procedure problems.
Escalate incident to Specialist or Manager as needed.
Confer with Help Desk Manager or other senior associates as needed to develop new approaches to ensure a high quality of customer service for our user
Must be flexible to adjust working hours as support is expanded into Central or Pacific Time zones.
Assist with conversion setups as needed.
Education, prior work experience, special skills, knowledge:
Must be self-motivated and able to work with little supervision.
Service oriented attitude
Must have a basic distribution business knowledge which includes branch operations and corporate procedures.
Knowledge of Eclipse and/or related ERP systems such as Profit 21, SHIMMS, NxTrend
Knowledge of Microsoft Office
Excellent oral and written communications.
Have capability to translate the language of users into useful business or technical information
Must have patience, tack and the ability to handle high pressure situations.
Ability to work independently and in a team environment
Some travel is required.
5-7 years demonstrated work experience; Eclipse is a plus and/or related Tier 2 ERP system(s) such as Profit 21, Shims, NxTrend. Complete understanding of business process flow from purchasing to shipping. Please refer to job code SD Rep NJ FS when responding to this ad.
| Category: | Information Technology |
| | | Location: | Trenton, NJ | | County: | Mercer County | | ZIP Code: | 08601 | | Pay Rate: | 45-50 K | | Job Terms: | contract-to-hire | | Company: | Global Employment Solutions | | Phone: | 610.667.1820 | | Fax: | 610.668.5000 |
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