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in Pearl, MS

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Hours Full-time, Part-time
Location Pearl, Mississippi 39288
Pearl, Mississippi

About this job

* Troubleshoot software issues with customers and on-site representatives over the phone and/or remotely (webex/gotomeeting/etc.
Monitor and support software support email portals.

Must Have:

  • Ability to work with software and hardware
  • Associates or Bachelors Degree in Computer Technology or related field
  • At least 2 years in IT experience.
  • SQL quearies experience

* Triage and document software support requests from customers, partners, and internal engineers.
* Communicate with customers, partners, engineers, and developers, in a professional, clear, concise, and friendly manner, regarding software support issues.
* Reply to customer mission critical issues outside of business hours as necessary.
* Log and track software issues in the ticketing system(s), from initial discovery, to closure, working with developers and testers to assess severity and impact.
* Track, escalate, and close software support tickets based on SLA (Service Level Agreement) - type, priority, etc.
* Offer proactive communication to customers.
* Develop an understanding of Radian WECO product requirements, including the different types of users, how users interact with our products, and how our products integrate.
* Manage knowledge base of resolution paths (FAQ, Help, etc.) and known issues.
* Help developers and testers troubleshoot (debug) software for issue and resolution confirmation.
* Become an expert in all of RADIAN WECO software solutions, including legacy products.
* Deliver company products and licenses to customers.
* Travel to customer sites for high profile issue resolution.
* Provide training to customers and internal team members when required.




About Aerotek:

We know that a company's success starts with its employees. We also know that an individual's success starts with the right career opportunity. As a Best of Staffing® Client and Talent leader, Aerotek's people-focused approach yields competitive advantage for our clients and rewarding careers for our contract employees. Since 1983, Aerotek has grown to become a leader in recruiting and staffing services. With more than 250 non-franchised offices, Aerotek's 8,000 internal employees serve more than 300,000 contract employees and 18,000 clients every year. Aerotek is an Allegis Group company, the global leader in talent solutions. Learn more at Aerotek.com.

Aerotek is acting as an Employment Agency in relation to this vacancy.