Software Support Specialist

 

Job Summary

The primary purpose of this position is to serve as a Software Support Specialist with responsibilities in the area of product implementation, customer support, product testing and research, technical sales, customer relations and training. Work may be confidential in nature and requires strong decision-making skills, technical expertise, communication skills, organizational skills and time management. Position requires occasional travel.

Newspaper experience preferred.

Essential Job Functions

• Accomplishes the following through established Project Management model
  1. Pre-installation calls to confirm system design
  2. Meets with sales and marketing team to confirm customer expectations and identify issues or concerns
  3. System configuration and testing prior to installation
  4. Installation and training at customer site
  5. Complete system installation report and acquire customer sign-off
  6. Complete after action review with support staff
• Provide technical phone and/or onsite support for customers as required. Available 24/7 as required
• Serve on weekly 24-hour support rotation
• Update technical manuals as required
• Maintain personal systems as required
• Performs new product testing and assures quality control
• Integrates third party applications into our product mix
• Maintains follow-up relationships with customer base
• Performs miscellaneous job-related duties as assigned
• Travels on an occasional basis
• Maintain support call records in CRM
• Make recommendations as necessary for product improvements and operational procedures

Required Knowledge, Skills, and Abilities:

• Ability to create, compose, and edit written materials
• Ability to prepare routine administrative paperwork
• Strong interpersonal and communication skills and the ability to work effectively with a wide range of constituencies in the newspaper and advertising community
• A strong Windows background with basic knowledge of the Microsoft Windows Network environment
• Knowledge of Microsoft SQL Server and Internet Information Services is a plus
• Ability to persuade and influence others
• Ability to gather data, compile information, and prepare reports
• Knowledge of newspaper operations a plus
• Ability to analyze and solve problems
• Proven verbal and written communication skill, as well as presentation skills
• Ability to demonstrate and train user base on our product line

Interested in applying?

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