Technical Support Analyst, Senior

The primary function of a Sr. Technical Support Consultant is to respond to operating environment, software, database and hardware support calls.

JOB DUTIES & RESPONSIBILITIES

• Provides empathetic, courteous client service in an accurate and timely manner in accordance with existing procedures.
• Provide client support by responding to inquiries, interpreting queries and problems, examining data, error logs, utilizing all available support material and tools to successfully resolve the problem.
• Resolves issues related to product technical capability and client knowledge and ensures that the client is utilizing appropriate processing procedures.
• Develops and maintains effective client communications by managing the client s expectations through use of negotiation, persuasion, diplomacy and clear communication, ensuring client satisfaction and improvement in client retention.
• Provide pre and post sales support by providing technical advice regarding operating systems and hardware installation, operation and data integration and conversions.
• Assist Client Support Consultants with technical issues by providing guidance in resolving problems and sharing technical knowledge.
• Assist when necessary in the testing of new versions of operating systems, environments, by loading new versions, and verifying compatibility with Infor s products, reporting any anomalies to the development team.
• Participate in special projects providing support of new product installations and teaching clients or Client Support Consultants about product and installation procedures, features of operating systems and interactions with other Infor products, when required.
• Provide application support to clients for Infor s products as required.
• Keep management informed of outstanding issues by preparing monthly/weekly status reports.
• Manages workload effectively and provides accurate accounting of work and time allocation.

JOB REQUIREMENTS

• Remaining proficient on current products and learns future products and tools to be utilized in servicing clients.
• Requires a Bachelor s degree in the field of Computer Science or Business or a minimum of 7 years of related experience; or an advanced degree without experience, or equivalent work experience.
• Requires experience with IBM s IBMi Server
• Requires experience with RPG (Report Programming Generator Language) and CLP (Control Language Programming).
• Requires competent knowledge of operating systems and hardware.
• Requires competent knowledge of database management technology.
• Requires competent knowledge of Infor s file structures and data schema.
• Requires competent knowledge of all open systems hardware and software.
• Requires competent knowledge of LAN s/WAN s
• Requires competent industry knowledge
• Requires ability to use Microsoft Office Applications
• Requires excellent English writing and oral communication skills to explain technical concepts and functionality of systems to non-technical clients.
• Requires organizational skills to ensure that most effective and timely service is delivered to clients.
• Requires advanced analytical skills to analyze data, do research, diagnose and solve diverse problems.
• Requires advanced problem solving skills