Customer Support Consultant
Phocas Software, United States
Job Description
Be part of an award-winning software organization providing over 2000 global customers with fantastically presented insights to make data analytics easy-to-use, so people feel good about their business data. And Phocas isn’t just loved by our customers. We also have some of the happiest employees around! In fact, Phocas ranks #1 in G2 Crowd, has a 4.9/5 rating on Glassdoor, and in 2019 Phocas won the Culture Transformation Award from Human Synergistics in recognition of our constructive and positive culture.
Your primary purpose, as a Customer Support Consultant, is to ensure sound and effective delivery of technical consultancy services to support the deployment and use of the Phocas suite of products. Professionals, who provide technical support, perform trouble-shooting functions, resolve complex customer issues and are highly knowledgeable about the company's products or applications so that they can assist users, employees, and clients with any issues they may have.
Key Responsibilities
- Deliver technical support and resolve request issues from Phocas’ end users.
- Perform detailed troubleshooting to identify the cause of a problem, provide workaround resolutions, root cause analysis and major incident management.
- Quickly diagnose system and application issues and implement corrective actions.
- Conduct end user training to ensure customer optimization of the solution/s.
- Take ownership of support cases ensuring we are providing our customer with the highest level of support.
- Documenting, tracking, monitoring, and reporting on support cases.
- Document service standards, develop knowledge and processes based on industry best practice.
- Stay current with Phocas software, system information, new features /enhancements, and product offerings.
Requirements
Education:
- Bachelors in Computer Science, Information Technology or related field OR Tertiary education in Information Technology or related course (in lieu of education equivalent experience).
Essentials:
- A history of supporting software products with an array of technical knowledge and skills.
- Minimum 3 years’ experience in similar or relevant position.
- Able to work independently, be detail oriented, eagerness to learn with self-motivation to achieve team and individual goals.
- A desire to work in a fun and exciting environment across all teams.
- Bring a positive and ‘can-do’ attitude.
- Demonstrated experience designing, developing, and implementing solutions.
- Knowledge of Contact Management systems, Database software, Internet software and Word Processing software.
- Previously experience supporting simple through to complex hardware and software issues.
- Proficient in delivery of SQL code, through stored procedures and nested queries/ ETL and Data cleansing, Data Mapping/ Modelling created by you and others.
- Proficient in Microsoft applications.
- Sound analytical skills with ability understand the end users’ views.
- Good verbal, written and interpersonal communication skills.
Benefits
Fun / Fulfilling: Awesome culture and meaningful work!
- Autonomy: Trusted to follow your passion and make it your own
- Growth: Opportunity to be more for you and the business
- Wellness: We believe in a real work life balance and have a strong family orientated culture
In addition to a fun and fulfilling team and environment, other benefits provided include:
- 401(k) match
- Company paid medical, vision and dental with buy-up options
- Generous time off - 20-vacation days and 10-sick days plus generous company holiday schedule
- Remote work available
These 3 words are what Phocas endeavors to provide to our employees and underpins everything we do.
Phocas is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability and protected veterans status or any other characteristic protected by law.