Field Support Spec - Contractor

Title - Field Support Contractor
Location - Location - Pittsburgh, PA/Dallas, TX/ Naples, FL
Provides guidance and on-site support for installed products or applications, for a large site or multiple sites.
Provides technical support and guidance on software installation, utilization and troubleshooting to ensure successful implementation and usage.
Analyzes the customer's technical environment and explains complex issues to customers in order to maintain customer satisfaction.
Observes and reports on activities used to support customers; provides ideas, input, and innovation throughout the development process.
Provides technical support to sales and marketing, and training to customer staff.
Skills:
Computer Networking
Business Requirements Documentation (BRD)
Analytical Thinking
Computer Literacy
Call Center
Computer Repairs
Client Relationship Management
Account Management

Experience:
4-5 years of experience providing customer support for Windows XP and MS Outlook in a networked environment, including experience performing computer hardware, software, break/fix, and troubleshooting.
3 years of experience supporting MS Office products (or other shrink-wrap software applications) including experience using a commercial trouble ticketing system (such as Remedy) and the ability to track and document actions taken.