Internal Application Support Specialist in Boston, MA

Position Summary:

The Internal Application Support Specialist is responsible for assisting the ZANTAZ Technical Support team by compiling, maintaining, and producing data critical to meeting the departments business goals.

Responsibilities:

Review open ticket queue submitted to ZANTAZ Support in the on-line trouble ticket system and maintain real-time customer account status based on criteria set by management
Take ownership of tickets and ensure that Support Specialists constantly update status of issues based on standard operating procedures
Ensure that support tickets have been escalated to the appropriate level per established escalation procedures and within the set performance criteria
Compile and produce daily reports from department performance data for review by management including ad hoc reports
Dashboard and Status report preparation and distribution
Document new reporting mechanisms and standard operating procedures
Review technical documents for manuals, install guides, test cases, etc. as required.
Document suggested enhancements / changes to ZANTAZ software to improve performance and / or usefulness of the ZANTAZ products and procedures
Replicate customer problems, test fixes and document solutions for use by the ZANTAZ-Support Team
Participate in QA testing and software upgrades including releases, patches and fixes, as directed

Skills and Experience Required:

Knowledge of Microsoft Office, MS Word, MS Powerpoint, Excel, MS Access, Crystal Reports
Knowledge of SQL scripting
Excellent written and verbal communication skills
Ability to work effectively under pressure to meet deadlines
Ability to work cooperatively as part of a team

Education:
Four (4) year degree (completed or in progress) in Business, Communications, Computer Science, or Information Systems To Apply to this job go to http://www.GadBall.com or click here