Immediate job opportunity for Product Support / Applications Support with one of our active clients located in Walnut Creek, CA! Please send me your resume and contact details if you are interested in applying for this position.
Job Title: Product Support / Applications Support
Job Location: Walnut Creek, CA
Job Rate: $32
Duration: 12+ Months
The purpose of the product Support Specialist is to provide technical Support for the Scheduling System, a staff scheduling software, to the company’s facility partners. This role is also responsible for answering questions related to resetting passwords, how to set up staff and shifts, and to troubleshoot any other questions that the user may have about the system.
Support the customers on both access and functional questions about SW application.
Respond to requests and inquiries from clients within the pre-determined timeframe of our service level agreement
Investigate and resolve problems related to use of the system
Identify solutions to work around open issues / problems per the team’s Regional standards
Document, and track, case histories, issues, and actionable steps taken
Perform research, testing, and recommendations
Improve documentation of support policies and procedures
Perform quality assurance testing of new software releases
Provided technical support training to other team members
Help create, maintain and update a Troubleshooting Guide for Product Support team. Helps create and edit other application support documents as needed.
Questions from customers may come via email or phone, so the candidate should have both excellent verbal and written communication.
Knowledge and Skills
Strong knowledge base of support requirements
Fundamental understanding of internet
Broad understanding of Microsoft Office products
Ability to communicate with a wide variety of people verbally and written
Strong analytical skills
Skilled at managing multiple priorities
Assist in identifying project scope; outline steps for completion; manage project deadlines
Process improvement and measurement skills
Interpersonal, presentation, communication, negotiations
Forward thinking in the potential use of future technology
Responds promptly to client needs and solicits feedback to improve service; meets commitments
Must be open to suggestions and feedback from clients and staff
Establishes own files; follows company policies and procedures; improves and maintains record keeping
Must be flexible and willing to work to task completion as needed
Reacts well under pressure and is comfortable working in potentially high-pressure situations
Contributes to building a positive team spirit; treats others with respect and consideration regardless of status or position; inspires the trust of others
Must be able to get along with other members of the company and peers
Takes pride in work product and pays close attention to detail; researches methods by which to improve and promote quality; monitors own work to ensure quality
Strives to continually build knowledge and skills (professional and computer); shares expertise with others
Assesses own strengths and weaknesses; sets and achieves challenging goals
Displays willingness to make decisions; exhibits sound and accurate judgment; includes appropriate people in the decision-making process; makes timely decisions
Maintains an excellent attendance record and is dependable
Shift hours –
Monday – Friday 7am – 4pm (support is also required one week-end per month)
ABOUT ESG CONSULTING:
ESG Consulting is an award-winning national provider of diversified information technology consulting services to public sector entities, Fortune 1000 and emerging growth firms nationwide. Founded in Santa Clara, California in 1986, ESG offers over 25 years of experience in the IT staffing and consulting arena, and serves most metropolitan markets.
ESG is an equal opportunity employer. Our flexible management culture believes in creating a business environment that fosters personal and professional growth and achievement. ESG is a place where people are treated not as employees but as "partners", and we look forward to considering your qualifications for our team.
ESG Consulting, Inc.