Technical Support Analyst

Colorado Springs, Colorado

Job Type: Full-time
Department: Client Relations
Experience: 5+ year customer service experience in a professional office setting. Proficiency in MS Office.
Travel Required: Ocassional

Primary Responsibilities:

• Provide the highest level of technical support to our customers and VARs
• Achieve outstanding customer satisfaction
• Provide friendly contact to our customers, working with them to gather appropriate information and identify the problem
• Provide accurate logging of problems and resolution in Cherwell
• Provide technical problem resolution on a wide variety of issues ranging from general questions through in-depth technical issues as installation and integration
• Escalate problems when needed following Customer Support procedures and use advanced troubleshooting skills to gather appropriate data and convey concise problem information for internal service personnel
• Act as a liaison between customers and internal support staff (development, coding, product management) to assure accurate problem interpretation and resolution
• Maintain communication with customers during the problem resolution process, utilizing superior customer service skills
• Maintain in-depth knowledge of company supported products
• Review and update Customer Support documentation as assigned
• Answer and log incoming calls

Minimum Requirements/Qualifications

• Demonstrated ability to effectively communicate by phone, e-mail, or in person
• Must be able to learn new technologies quickly
• Strong analytical troubleshooting/diagnostics and problem solving skills
• Excellent organizational skills; effectively manage multiple priorities and follow through on all projects to completion
• Ability to thrive in a high-volume, fast-paced environment
• Integrated ITSM tool/Application Experience (Service Now, Remedy, CA ,HEAT, ITSM)
• Database Environment MS SQL Server 2005/2008
• Working knowledge of MS Active Directory, LDAP
• Knowledge and experience with ITIL, ISO 20000, COBIT, and other ITSM-related best practices
• Demonstrated ability to achieve successful outcomes in handling difficult situations
• May require travel to customer sites to assist with implementations as business dictates (up to 25%)
• Preferred Knowledge/Experience
• BS/BA Degree
• Microsoft System Center Configuration Manager (SCCM)
• Network troubleshooting and knowledge of protocols such as TCP/IP, WMI, and SNMP
• Experience with network discovery tools
• PC/Server Hardware
• Report writing using SQL Reporting, Crystal Reports, or other reporting tools
• ITIL v3 or 2011 Foundation certification
• 5+ year customer service experience in a professional office setting required Proficiency in Microsoft Office (Word, Excel and Outlook)

Innovative Technology Built Upon Yesterday’s Values

Cherwell Software is a privately-held company with no outside debt or venture capital funding, we create innovative software to meet the needs of our customers. Founded by some of the industry's most notable leaders, Cherwell Software was built upon the premise that if we: listen to our customers, care about and strive to meet their needs, and provide quality products and extraordinary customer care, then our company will stand the test of time – all while having a little fun and building great relationships along the way.

Cherwell Software is one of the fastest growing IT service management software providers with corporate headquarters in Colorado Springs, CO, USA; EMEA headquarters in Wootton Bassett, UK; and a global network of expert partners.