TMW Systems

Software Technical Support Analyst

Work Location: Richardson, TX
Department: Support

Our mission is to be the leading supplier of information technology to the transportation industry. We strive to supply software products and related services that provide enduring value to our clients. TMW System’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 Systems success.

Position Purpose
To provide outstanding service and solutions to clients via telephone, email and web based applications, through the handling of customer issues related to the supporting, upgrading, and usage of TMW Suite Software. Tasks range from answering questions on function and usage of our software product to technical SQL database troubleshooting. THIS IS NOT A HARDWARE SUPPORT POSITION.

Principal Responsibilities

Provide post software implementation support and upgrade activities to TMW System Customers
Facilitates timely and accurate resolution of technical issues on TMW System software
Adhere to and assist in the development or improvement of department Standard Operating Procedures
Maintain an excellent customer satisfaction standard, equal to or greater than 95% for all deployment and support functions as expressed through customer surveys
Record all calls and emails into automated tracking system and determines the scope of reported problems
Work with Team Leader, Team Members, and other TMW Systems, Inc. personnel to ensure appropriate resource is assigned to respond to each client issue
Perform follow-up communication to ensure customer satisfaction
Performs other duties as assigned by supervisor
Assist clients with installation of upgrades
Train users in existing or new functionality in order to maximize their system’s potential and usability

Minimum Requirements

Two or more years providing Technical Customer Support to external customers
Very strong customer service and communication skills
College degree or an equivalent combination of education and directly related experience
Experience managing high priority technical issues and their associated tracking and communications
Two or more years of support related experience with Windows 2000/2003 Server preferably in a customer facing call center environment
Technical knowledge in the configuration and troubleshooting of Windows 2000/2003/XP, Microsoft SQL 2000 Server, and Microsoft Terminal Server environments
Experience or knowledge of a wide variety of technologies preferred (e.g. routers, firewalls, DNS, SMTP, ssh, VPN, HL7, wireless networking, telephony, Citrix)
Excellent phone skills, patience and outstanding follow-up ability
Ability to relate to customers with varying levels of technical skills and understanding; from the end-user, to the IT Manager, to the Executive level
Excellent time management and prioritization skills needed to manage multiple requests with varying levels of importance and criticality

Behavioral Competencies

Conflict Management – Steps up to conflicts, seeing them as opportunities; reads situations quickly; good at focused listening; can hammer out tough agreements and settle disputes equitably; can find common ground and get cooperation with minimum noise
Composure – Is cool under pressure; does not become defensive or irritated when times are tough; is considered mature; can be counted on to hold things together during tough times; can handle stress; is not knocked off balance by the unexpected; doesn’t show frustration when resisted or blocked; is a settling influence
Customer Focus – Is dedicated to meeting the expectations and requirements of internal and external customers; gets first-hand customer information and uses it for improvements in products and services; acts with the customers in mind; establishes and maintains effective relationships with customers and gains their trust and respect
Learning on the Fly – Learns quickly when facing new problems; a relentless and versatile learner; open to change; analyzes both successes and failures for clues to improvement; experiments and will try anything to find solutions; enjoys the challenge of unfamiliar tasks; quickly grasps the essence and the underlying structure of anything
Patience – Is tolerant with people and processes; listens and checks before acting; tries to understand the people and the data before making judgments and acting; waits for others to catch up before acting; sensitive to due process and proper pacing; follows established process
Problems Solving – Uses rigorous logic and methods to solve difficult problems with effective solutions; probes all fruitful sources for answers; can see hidden problems; is excellent at honest analysis; looks beyond the obvious and doesn’t stop at the first answers

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.