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Job Description
- Analyzes customer reported problems and reports to appropriate channels problem areas in products.
- Delivers technical training to newly hired support staff and new hires in other departments who might require product training.
- Assists other departments within organization to prepare product descriptions, manuals, and technical publications.
- Collects and analyzes business and accounting requirements.
- Works with development department in testing and implementing new product features, recommended structures and throughput.
- Recommends new strategies and programs for customer support and satisfaction.
- Loads company's software products onto computers and networks at customer site.
- Implements and support Microtech INFINITY ERP Software, operates ERP system modules and support ERP users.
- Analyzes business process, design and implement business cycles and workflows.
- Responds to client inquiries concerning product operation and diagnoses system hardware, software, and operator problems.
- Instructs users on use of software products, and manuals.
- Recommends or performs minor remedial actions at customer side to correct problems related to software operation.
- Coordinates activities with help desk, network services, or other information systems groups.
- Provides updates, status, and completion information to manager, problem request tracking system, and/or users, via voice mail, e-mail, or in-person communication.
- Replaces defective or inadequate software.
- Refers major hardware/software problems to service personnel/development department for correction.
- Responsible for customer's smooth operation on company products. Reports any and all problems which might affect total customer operation performance to customer's management and to his manager.
- Aids customer in implementation issues and final results verification through continuously revising and adjusting customer business processes, data inputs, management reporting requirements, and system usage.
- Acts as a liaison between technical department at Microtech and customers using the software in regards to system effectiveness, modification requests, performance issues, new applications, etc.
Job Requirements
- Bachelor's degree, with accounting/ business/ manufacturing major.
- Minimum of three years of experience in implementing ERP software.
- Ability to read and interpret documents such as operating and maintenance instructions, procedure manuals, analysis documents.
- Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of the organization. Proficiency in the English language is a must.
- Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
- Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
- Project Management - Spreadsheets - Presentation Software - Word processors - Web browsers - Communications Software.
