Job Purpose

The Lead Technical Support Analyst will be a key member of the Professional Services team who will report to the Director of Motionsoft Support. He / She will be responsible for managing the day to day operations of the help desk.

Duties

• Manage day to day operations of the Help Desk
• Manage the report ticketing system, facilitate client resolution for escalated calls and engage the necessary technical support
• Follow up with unsatisfied clients to ensure issues are resolved and the customer is satisfied
• Professionally handle incoming requests by responding to calls, emails, and chat from clients and ensure that issues are resolved both promptly and thoroughly
• Thoroughly and efficiently gather client information, access and fulfill client needs, train the client where applicable to prevent the need for future contacts and document interactions through the companies support case ticketing system
• Resolve client issues or escalate to the appropriate team
• Testing pre - released versions of software
• Reviewing and staying up to date on the latest versions functionality
• Identify ongoing technical / functional changes and enhancements that can be made to system and client applications
• Partner with internal teams in development center to keep up to speed with new technologies and customer impacting changes
• Continuously evaluate and identify opportunities to drive process improvements that positively impact the customer's experience
• Responsible for compiling and generating reports as they relate to customer service surveys
• Develop, design and document high quality onsite technical solutions and other project needs in various business streams for existing clients and new clients
• Update support documentation
• Assist team members when necessary

Technical Skills / Qualifications

• 4 Year Degree Required
• 1+ year of technical support experience
• Experience with case tracking systems and reporting
• Excellent analytical and problem solving skills
• Possess strong organizational, managerial, prioritization, and time management skills
• Strong detail orientation, listening and excellent writing skills
• Possess exceptional communication skills with both technical and non - technical audiences
• Highly developed sense of integrity and commitment to client satisfaction.
• Demonstrates passion for excellence with respect to treating and caring for clients
• Knowledge of Club Management Software and SAAS based systems
• Knowledge of Citrix and Terminal Services
• Hardware and network troubleshooting skills
• Strong knowledge of MS Operating Systems
• Knowledge of simple accounting, automated billing processes and Club Management (experience a plus)
• SQL Server and Transact SQL experience
• Ability to multi - task
• Creative problem solving and organizational skills

Interested Candidates Should Submit A Completed Resume And Cover Letter To

Interested Candidates should submit a completed resume and cover letter to

careers@motionsoft.net
Motionsoft Inc. is an Equal Opportunity Employer

Disclaimer

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.