Employment

Senior Software Technical Support Analyst

This position is responsible for providing exceptional customer service and quality support on a variety of technical issues for Cherwell Service Management products to our new and existing customer base and Value Added Resellers. Issues generally include complex software problems that require excellent analytical and communication skills when responding to requests via telephone calls, e-mail or in person. Ability to rely on experience, when assessing the general nature of the customer problem quickly, utilizing strong troubleshooting skills to identify root cause, taking ownership of the issue or recognizing when the customer’s problem requires escalation is essential. Respond to telephone calls, e-mail, and requests using excellent communication skills. Document, track, and monitor issues to ensure resolution within our service level agreements. Responsibilities and Qualifications