TMW Systems

Software Techncial Support Analyst

Work Location: Durham, NC
Department: TMW Asset Maintenance Software Operations

Reports to: Support Manager

For 25 years, TMW Systems has dedicated itself to, and invested heavily in, the development of software for the transportation industry. Today our logistics and dispatch software products - TMWSuite, TruckMate, TL2000, TMT Fleet Maintenance and Fleet Optimization products manage a multitude of functions for thousands of transportation, waste management, private fleets, and construction operations. With over 1600 customers currently benefiting from our solutions, we remain as committed as ever to providing the value and the service that has enabled TMW Systems to succeed. TMW Systems, Inc.'s primary asset is its Associates, who are an elite group of professionals with exceptional capability, creativity and ingenuity. They have a strong dedication to their own and TMW System Inc.'s success.

Position Purpose
Ready to work with a growing software development company? Here’s your chance to become part of the nation’s leading transportation software developer and implementer. The TMW Asset Maintenance Software operations group of TMW Systems, Inc. is looking for a dependable, client focused Software Application Customer Support Analyst. As a vital member of the TMW Asset Maintenance Software Operations team, the ideal candidate will provide software application, technical and business analyst support to customers via telephone, email and web based applications. Tasks range from answering questions on function and usage of our software products to technical SQL database troubleshooting, as wells as working with multiple accounting software packages. THIS IS NOT A HARDWARE SUPPORT POSITION.

Minimum Requirements

At least 3 years of experience supporting commercial software applications with external clients
Computer Science degree, diploma or equivalent professional experience
Excellent verbal and written communication skills demonstrating the ability to work with customers inside or outside of the company
Superior phone skills, patience and outstanding follow-up ability
Ability to understand and effectively communicate how our applications can apply to a given customer’s environment
Ability to apply critical thinking to address proprietary enterprise software issues in the midst of an increasing complexity of computer systems including interrelated issues involving accounting software, hardware, network, 3rd party applications
Ability to work in a team environment, troubleshoot application and technical software problems, end-user consultation, and work independently
TMW Support is very much a team activity. Although most client interaction is one-on-one, it is crucial that the Support Analyst works closely with other members of the team to communicate issues as well as involve specialized resources as necessary
Technical Support Staff occasionally are called upon to train users in existing or new functionality in order to maximize their system’s potential and usability
It is important to be able to relate to customers with varying levels of technical skills and understanding; from the end-user, to the IT Manager, to the executive level
Strong ability to translate business issues into systems and operational solutions for commercial software
Time management skills to handle multiple task assignments and prioritize work appropriately
Strong leadership and prioritization skills; ability to build consensus and drive decision making; proven ability to work cross-functionally to accomplish objectives
Demonstratable ability to learn quickly, and to remain current with rapidly developing software in an ever-changing industry
Strong follow-through, with a willingness to take on whatever tasks are needed to complete the job. Ability to own and manage projects from end to

Preferences:

Fleet and Equipment Maintenance Operations experience
Asset Maintenance Software experience
Accounting software experience a plus (Great Plains, Quickbooks, Oracle, SAP, …)
Previous software support, knowledge of Microsoft SQL and database experience a plus
Knowledge of Microsoft Office applications
Knowledge of the transportation industry a huge plus
System Application Experience such as Citrix or Terminal Server
end

Physical Requirements

Constant and close visual work at desk or computer
Constant sitting and working at desk
Frequent verbal and written communication with team and other business associates by telephone, correspondence, or in person
Frequent lifting of folders, files, binders and other objects weighing up to 20 lbs.
Frequent opening and closing of heavy file drawers
Occasional bending and stooping to pick up boxes and equipment weighing up to 50 lbs.
Frequent walking and standing
Occasional driving of automobiles

To apply, click here.