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Job Ref.: 3819

Job Title: Technical Support Consultant

Role: Information Technology

Relocation Available: No

Industry: I.T.

Location: Georgia

Town / City: Peachtree City

Job Type: Permanent full-time

Job description:

Company is an innovative, high technology, global software organization. 
Technical Support Consultant
The position of Technical Support Consultant provides direct technical support to company's existing North American customers on all technical aspects of company's solutions in order to ensure proper system function and customer satisfaction. The Technical Support Consultant will also assist with the Quality Assurance validation of new fixes, patches and releases of product suites. The Technical Support Consultant reports to the Global Services Manager.
The position
* Answering first line Customer Support tickets from existing Customer base, and where needed referring to second line for assistance. Technically understand responses from second line in order to clearly communicate critical information to the Customer, and support the Customer further where needed. Ensure that tickets raised by Customers are answered in a prompt and professional manner.
* Assist in creation and distribution of release notes for new releases.
* Assist with issuing updated annual licenses to customers.
* Creation of content for the Customer Newsletter.
* Creation of knowledge, best practice, and "how-to" articles to assist customers in use of new features,
* Maintain the Customer Database on Sharepoint from information provided in Site Surveys and Exit reports, or other communications indicating the status of Customers.
* Administration of Azure environments for Customer base
* Create new or update existing training material to include changes or new features in the product suite.
* Create and maintain the knowledge base for existing customers.
* Deliver quarterly trainings to existing customer base.
* Writing documentation with regards to new product releases
* Submit a weekly written report to management on the status of ongoing and completed tasks
* Have a Bachelor's Degree or similar certification in IT, or have at least two years' experience in the field of QA (IT Testing) and/or Customer Support
* Possess a strong desire to deliver excellent customer service
* Possess the ability to communicate promptly and professionally both verbally and in writing
* Possess good organizational skills
* Be able to prioritize your work to maximize the effectiveness and productivity of your role

Bottom Line Requirements:

1.  Bachelor's Degree or similar certification in IT.
2.  2+ years of experience in the field of QA (IT Testing) and/or Customer Support.
3.  Local or close enough for a short easy move.

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