Entry level software support position available in Duluth GA

DRV Technologies, is a software solution provider located in
Duluth, GA. We are currently looking for someone with IBM
midrange (AS/400, System i, IBM i) experience to join our
support team. For more information on our company visit
www.drvtech.com

YOU MUST have IBM midrange system experience on your resume.


DESCRIPTION:
This is an entry level position. As a member of our Support
team, you will provide functional and technical support on
our software products to our customers via email and phone
(mostly phone).

RESPONSIBILITIES:
This position has responsibility for taking telephone calls
or email requests for support directly from our customers.
Analyze requests; log all communication concerning issues
and troubleshoot the issue at hand. This position requires
someone with great customer service skills, ability to work
with multiple, changing priorities as well as the ability to

work independently.

KNOWLEDGE/SKILLS REQUIRED:
-Prior Software Help Desk/Software Support Experience
-Excellent verbal/written communication and interpersonal
skills
-Ability to express thoughts in clear, concise, organized
manner with the appropriate level of detail
-Ability to prioritize tasks and manage multiple and
changing priorities
-Strong analytical and problem solving skills
-Great command of the English language
-Commitment to customer service and establishes good rapport
with customers
-Ability to reassure clients, gather information and provide
the appropriate response
-Excellent phone skills
-Experience with PC Windows
-Answers, evaluates, and prioritizes incoming telephone,
voice mail and e-mail requests for assistance from Customers

experiencing problems with our software applications
-Interviews customer to collect information about problem
and leads customer through diagnostic procedures to
determine source of error
-Handles problem recognition, research, isolation,
resolution and follow-up for customer problems
-Logs and tracks calls using problem management database,
and maintains history records and related problem
documentation.
-Analyzes and evaluates incident reports and makes
recommendations to reduce help line incident rate
-Consults with supervisor and other team members to explain
and discuss software errors or to recommend changes to
programs.
-Tests software to evaluate and confirm possible software
issues or the resolution of it
-Helps and instructs customers how to use and how to install
software on their computer system
-Uses the knowledge base on every incident and makes
recommendations and suggestions for new and existing
knowledge base records
-IBM midrange knowledge IS REQUIRED and must be included on
your resume


Compensation: based on level of experience (this is an entry
level position).
Principals only. Recruiters please don't contact this job
poster. Please, no phone calls about this job!

Submit resumes to hr@xxxxxxxxxxx