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Job Details

Product Support Representative

Location
Houston, TX

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RESPONSIBILITIES:
Kforce has a client that is seeking a Product Support Representative in Houston, Texas (TX).
Responsibilities:
Work directly with clients (internal and external) to resolve issues with the Company's proprietary software products and services
Record and manage casework in case management system including clearly describing defects
Recreate and verify reported issues on client VM environments
Analyze product design and implementations to identify and submit defects or change orders
Devise client workarounds/temporary solutions as necessary
Translate and clearly communicate business/functional requirements to integration developers and offshore development teams
Test deliverables to ensure resolution meets customer requirements and quality standards
Coordinate activities with internal and external stakeholders, including offshore teams
Act as the primary client advocate and problem solver
Route casework or issues as necessary to other support representatives
Contribute to knowledgebase articles, technical notes and how-to documents
Other duties and projects as assigned by management
Job Requirements
REQUIREMENTS:
Bachelor's degree, preferably in MIS, Computer Science or a related field
Technical or Support service certifications a plus
Minimum 2 years of experience implementing or supporting enterprise applications, preferably in corporate legal departments
Experience with SQL databases
Experience with SQL Server and SQL syntax
Experience managing external clients
Professional consulting experience is a plus
Experience implementing or supporting ERP systems is a plus
Excellent written, verbal, and interpersonal communication skills
Strong analytical, trouble-shooting and detail-oriented skills
Familiarity with web browser configurations such as caching and security certificates
Familiarity with Tomcat, Apache HTTP Server, and/or IIS such as reviewing logs and port configurations
Understanding of Internet protocols and security, basic hardware, and connectivity
Able to work well under pressure and time constraints
An aptitude for excellent customer service with a focus on total quality management
Must be able to work with minimal supervision
Kforce is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.
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