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Application Support Representative, Red Bank, NJ

Company: Achieve3000
Location: Lakewood
Posted on: May 3, 2021

Job Description:

Application Support Representative

An Application Support Representative analyzes, researches and solves technical issues in order to ensure that customer expectations and internal employees' needs are met. These representatives receive cases from the Customer Support department and perform research to determine the cause of the issue. If the issue requires developer assistance, these representatives perform the preliminary research to assist the development team and act as a liaison between the Customer Support and Development departments.

Scope and Impact of Job

Successfully meets day to day responsibilities, duties, accountabilities and performance results driving sales, administrative decision making, and product usage.

Primary Responsibilities

  • Collaborating with Customer Support Representatives to receive cases, gather additional information, research, troubleshoot and solve issues on a Web-based product
  • Talking directly to customers to answer technical questions and inquiries about data analysis and reporting
  • Writing and understanding MySQL statements. Writing MySQL statements to generate custom reports when necessary. Learning the product's database schema
  • Managing customer data process. Evaluate quality and integrity of data received, assign data to resources for processing and prioritize based on training needs
  • Troubleshooting data issues with internal and external customers. Providing expertise on complex data uploads. Assisting with managing our auto-upload process
  • Assisting the Data Analysis department with reports including usage, performance and custom reports

Required Attributes and Skills

  • 2+ years of technical support experience.
  • Experience in customer service role is a plus.
  • Must have good business etiquette and excellent communication skills.
  • Must be organized, versatile, detail oriented, and be able to multi-task.
  • Ability to write MySQL queries and understand a relational database
  • Ability to troubleshoot and identify problems with a Web-based product
  • Ability to understand basic HTML
  • Ability to perform basic PC hardware and software maintenance
  • Ability to use Excel and write Excel formulas
  • Ability to communicate effectively with customers and internal employees
  • Ability to gather and interpret relevant data and information
  • Ability to use inductive reasoning
  • Ability to think analytically and be a problem solver

Keywords: Achieve3000, Lakewood , Application Support Representative, Red Bank, NJ, Other , Lakewood, New Jersey

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