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Software Support Representative II

Company Name:
The Centrics Group
Our client is searching for exceptional individuals to provide support for their products. He/she will act as the customer's escalation point for all software application feature/function & performance-related issues and provide leadership for crisis management. This includes working with front-end, server and back-office applications as well as customer specific integration software. He/she will work directly with our client's customers by phone and through remote access. In addition, he/she will prevent future customer issues by writing technical information documents; pursue quality and continuous improvement; proactively search for trends in product quality and system issues; and initiate corrective action.
REQUIREMENTS:
Minimum 3 years customer-facing experience such as, phone-based technical support in an application/customer support environment with Bachelor of Science degree in a discipline related to the product technology - usually computer engineering or computer science
Minimum 2 years basic Windows 2003/2008, XP/Vista operating systems experience
Experience reviewing Windows event logs
Proven troubleshooting and problem solving skills
Proficient PC testing and troubleshooting skills (Network Trace, Network Monitor, etc), including asking probing questions to identify, characterize and isolate a problem, and suggest a work-around
PREFERRED QUALIFICATIONS:
Experience troubleshooting SQL databases
Retail experience and knowledge of POS hardware and peripherals

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