Objective/Description:

The Lead Support Specialist plays a key role in our dynamic and growing Customer Service team.  Among other duties, the successful candidate will provide first line support for customer issues and questions, performing Tier 1 and Tier 2 hardware and software technical support to customers, salesmen and partners for our hardware and software systems.  This includes, but is not limited to, troubleshooting hardware problems, troubleshooting software problems, installing software remotely, advising customers and installation techs in proper software and hardware installation, etc. The Lead Support Specialist will also be chartered with assisting the department manager is the evolution of the support processes and related metrics reporting.

 Main Responsibilities Include:

• Provide support as the first point of contact for most customer reported issues and work those issues to conclusion utilizing Salesforce.com as a CRM tool or escalate these issues to proper resources
• Provide second level support
• Provide guidance and oversee activities of other support specialists
• Troubleshoot software and hardware problems over the phone
• Address questions regarding software use and functionality
• Assist customers with the resolution of software problems.
• Assist with software installations remotely
• Advise customers and installation technicians in proper software and hardware installation
• Assist field personnel with logistical support and data analysis as needed
• Perform hardware testing and QA work as required
• Log customer issues and maintain data in Salesforce, our CRM software solution
• Assist Support Services staff with various projects and tasks as needed
• Recommend organizational process improvements
• Drive process improvement that will help improve the overall efficiency and quality of the services delivered
• Function as liaison with Engineering organization for the purpose of coordinating bug fixes and communicating enhancement requests

Skills:

• Intellectual ability to perform the functions of a lead software specialist
• Excellent skills in customer relations and communications
• Ability to work with engineering on bug resolution
• Leadership and self starting ability to meet new challenges without a prior road map
• Database, client server, or distributed application experience including experience supporting SQL database applications
• Strong organizational skills and attention to detail
• Demonstrated experience in a Customer Support environment
• A demonstrated ability to learn and work with new technologies
• General PC skills.  Networking skills a plus
• Have a high degree of “urgency” regarding task management
• Ability to communicate clearly and effectively in oral and written form
• Ability to establish work priorities.
• At least three years prior experience installing and supporting software systems
• Management potential
• BS Degree preferred

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