Support Consultant Jr
CurrentMaintain detailed records of all internal and external customer interactions;Follow support processes and incident response procedures; Maintain a working knowledge of Accruent-supported products and technologies; Work with customer to clearly identify problems and apply the appropriate solution; Duties and technical issues may sometimes require extended work hours, including weekends and holidays;Prioritize, research, troubleshoot, and resolve application issues. As needed, identify workarounds and communicate to customers; Identify, document, confirm product defects;Participate in root-cause analyses, communicate options for resolution and provide recommendations to customer-facing technical problems;Interact with customers, partners, field teams, and software developers to provide application advice and assistance and define requirements;Work to analyze and resolve escalated Support issues;Ensure the Support team is proactive in pursuit of new solutions and efficiencies within applications; Defines and disseminates industry or technology best practices; May be involved in deployment or training opportunities internally and with customers;Troubleshoot and analyze databases, application servers, code/script and new technologies; Draw distinction between essentials and side issues and penetrates to the core of the problem. Ability to predict possible consequences of envisaged steps.
