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Career Opportunities >> Job Cost Support Analyst
Job Cost Support Analyst
Summary
Title:Job Cost Support Analyst
ID:1041
Work Location:New Berlin, WI
Department:Customer Support
Travel Req:N/A
Description
SUMMARY
Deliver exceptional customer service by providing Level I Software Technical and Functional Support to our customers and partners.  Answer questions including but not limited to: functional setup and usability of WennSoft and Microsoft Business Solution Financial Applications. The team member in this role will aspire to possess breadth and depth of product knowledge. Work on internal projects with moderate supervision.
 
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following.  Other duties may be assigned.
 
General
  • Contribute in the achievement of the Customer Support Department’s goals. 
  • Ensure a “Wow” experience and demonstrate the corporate values in all interactions.
  • Establish and follow through with personal development goals to support the success of the company and personal growth.
  • Seek to improve operational efficiency in the position as opportunities present.
 
Customer Support
  • Serve as primary client contact in regard to incoming support incidents.
  • Manage and resolve incoming customer support incidents that may consist of customer application questions or problems in the areas of setup, product functionality, testing, troubleshooting, and bugs/enhancements.
  • Escalate support incidents to internal teams as required.  Follow through to obtain status updates.Facilitate issue resolution by being a liaison between our Customers and Internal Teams.
  • Ensure WennSoft compliance with contractual service level agreements.
  • Communicate status of support incidents timely to clients and internal parties as needed. 
  • Document issues promptly and accurately.
  • Complete time tracking.
  • Keep up-to-date on the latest technology around our integrated products. 
  • Continue to increase individual skills which aid in the support of our products.
  • Participate in the creation of TechKnowledge and Problem Report Documentation.
  • Participate in knowledge sharing and problem solving with fellow team members.
  • Help test major releases, service packs, and hot fixes as part of quality assurance. 
  • May also participate in small to medium size support projects relating to overall support/company objectives.
  • Other duties as assigned.
 
 
 
SUPERVISORY RESPONSIBILITIES
This job has no supervisory responsibilities.
 
QUALIFICATIONS
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
 
EDUCATION and/or EXPERIENCE
Associate’s or Bachelor’s degree in accounting, business, computer science, or applicable work experience in the field.
Must have proficient understanding of accounting practice when engaged with WennSoft job cost products.
Must have an understanding of contract maintenance, service management when working with WennSoft service management products.
Requires a minimum of 2 years of experience in a technical customer support environment.  Prior call center experience is desirable.

REQUIRED TOOLS AND TECHNOLOGY
  • Proficient knowledge of one WennSoft core solutions and basic understanding of extended products in their area of expertise.
  • Microsoft Office Applications (Word, Excel, Outlook).
  • Intermediate SQL skills (backups, updates, inserts, multiple table joins)
  • Basic SRS Report Writing skills
  • Knowledge of Microsoft Dynamics GP
 
LANGUAGE SKILLS
Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.  Ability to write reports, business correspondence, and procedure manuals.  Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.  Ability to respond effectively to the most sensitive inquiries or complaints.   Must have strong verbal communication skills and the ability to articulate technical information to a variety of audiences.
 
REASONING ABILITY
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.
 
OTHER KNOWLEDGE, SKILLS, OR ABILITIES
Other skills needed to perform this job include active listening; critical thinking; time management; resource management; social skills; project management; organizational and prioritization; and judgment and decision making skills.
 
While performing the duties of this job, the associate will need to have knowledge of business and management principles; administrative and clerical procedures; customer service; and computers and electronics. 
 
This position requires a high degree of independent judgment.
 
CERTIFICATES, LICENSES, REGISTRATIONS
Annual certification of one WennSoft core product required.
 
PHYSICAL DEMANDS 
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
 
While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or touch; talk or hear; and lift up to ten pounds.  Specific vision abilities required by this job include close vision.
 
WORK ENVIRONMENT 
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 
 
The noise level in the work environment is usually quiet. 
This opening is closed and is no longer accepting applications
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