Client Operations Support Analyst
Location: Langley, BC
Department: Support
For 26 years, TMW Systems has dedicated itself to the development of enterprise application software for the transportation services industry. Today our Enterprise Software products - TMWSuite, TruckMate, TL2000 and Innovative IES, as well as our TMW Fleet Maintenance and TMW Optimization products manage operations and assets in over 1800 transportation, waste management, private fleet, and construction operations. 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:
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 TruckMate 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 include
- 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
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.
Travel required: 5%
TMW Systems is an equal opportunity employer M/F/D/V and does not discriminate on the basis of any legally protected status or characteristic.
TMW Systems Inc. is not accepting unsolicited assistance from search firms for this employment opportunity. Please, no phone calls or emails. All resumes submitted by search firms to any employee of TMW via email, the Internet or in any method without a valid written search agreement will be deemed the sole property of TMW. No fee will be paid in the event the candidate is hired by TMW as a result of the referral or through other means.
To apply, click here.
