Associate Support Analyst (Swing Shift)
Location: Provo Utah
Description: SirsiDynix is at present looking to employ Associate Support Analyst (Swing Shift) right now, this vacancy will be placed in Utah. For detail informations about this vacancy opportunity please read the description below. The Associate Support Analyst provides troubleshooting and diagnosis, installation, and consultancy to customers using SirsiDynix applications. This often involves in-! depth interaction with a customer's software, hardware, operating systems, and networks in order to effectively identify and resolve an issue.
Primary Responsibilities
Analyze, troubleshoot and debug issues related to company software applications. Confer with and advise customer on the use of applications. Create workaround procedures when standard procedures have failed.
Prioritize and manage workload through the company’s customer relations application in such a way in order to meet personal and team service level commitments. Ensure issues are resolved in a timely fashion.
Answer and log customer calls, and maintain constant contact with customers to resolve inquiries or problems. Create test scenarios to verify problems and proof code fixes and accurately document problems and solutions and/or workarounds for customers.
Assist with quality assurance and testing procedures.
Establish plan of action to determine lib! rary workflows and develop understanding of daily library oper! ations.
Provide customers and staff with clarification on product functionality. Explain product capabilities and workflow to libraries.
Maintain open communication with all departments, individuals and resources within the company to perform all responsibilities.
Troubleshoot web based technologies on both server and desktop
Knowledge and Skills
Excellent oral and written communication skills, with the ability to create well written documentation and resolutions
Superior problem-solving and analysis skills with the ability to demonstrate quick, effective decision-making
Strong working knowledge of desktop Microsoft Operating Systems, Web browsers
Knowledge of web based application technologies and troubleshooting techniques
Knowledge of enterprise web based applications
Knowledge of Java, XML, Apache Server, Perl and SQL is preferred
Education and Experience
Associat! e Degree in a related field or equivalent combination of relevant coursework, certifications, and experience is required.
BA/BS Degree in Information Technology/Systems, Computer Engineering, or a related field of study preferred.
6-12 months’ experience providing customer support preferred
12 + months’ experience working with library applications, library-related background, computer, customer service, or equivalent experience preferred.
Availability
This position will be part of our APAC team, serving customers in the Asia-Pacific region. This requires working 4:00 pm to 1:00 am, Sunday through Thursday, to coincide with business hours in that region. Training will last approximately six weeks and will be scheduled Monday through Friday, 8:00 am to 5:00 pm.
About SirsiDynix...
SirsiDynix is the world’s leading developer of library automation software and related technologies. Our customers include the wo! rld’s best libraries such as the Smithsonian Institution, the Nationa! l Library of Spain, the European Parliament, Johns Hopkins Universities, Stanford University, the University of Chicago, the British Museum, and public libraries from Seattle to Los Angeles and Boston. For more than 30 years, libraries have used SirsiDynix technologies to bring the power of their collections to their communities. We are firmly committed to our library customers and the communities they serve. Together with libraries, we help communities thrive by connecting people with library resources that educate and inspire.
All qualified applicants will receive consideration for employment without regard to race, creed, color, religion, national origin, sexual orientation, gender identity, disability, veteran status, sex or age.
EOE: M/F/V/D
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If you were eligible to this vacancy, please email us your resume, with salary requirements and a resume to SirsiDynix.
If you interested on this vacancy just click on the Apply button, you will be redirected to the official website
This vacancy starts available on: Mon, 04 Nov 2013 07:05:05 GMT