Assoc Technical Support Analyst

About Us

We are a leading ERP software and solutions provider to dealers and rental companies of heavy equipment. We specialize in working with the construction, mining, forestry, material handling, and agriculture industries. We aim to be the ERP thought leader in our space and a trusted IT advisor to all dealers and rental companies. Today, we have over 750 employee associates, offices on four continents, and customers in over 20 countries. We are privately held, and our headquarters are in beautiful Cary, NC. We are actively seeking talented individuals to join our team and help us aggressively grow our North American footprint for both our on-premises and 100% cloud-based ERP solutions.

Why work for VitalEdge? 

We don’t just sell technology, we enable transformation that results in broader societal benefits like building homes and critical infrastructure, growing food and delivering all sorts of products we all rely on for daily life. We exist to ultimately equip the world to keep running. We have more than 60 years of combined experience and two industry-leading software suites and associated apps, with which we will drive the market forward. It’s an exciting time to work for VitalEdge – join us! 

Position Overview

Provides primary support to customers encountering problems using the VitalEdge’s products and solutions. Responds to customer product inquiries via telephone and in written internet-based email. Facilitates inquires through systems in order to provide answers to common questions and problems. Resolves customer concerns raised during installation, operation, maintenance or product application or compatibility matters. Documents customer information and recurring technical issues to support product quality programs and product development.

Responsibilities

• Receives inbound client/associate inquiries via phone, web chat, e-mail, and online ticket
• Creates case logs, record information, establish resolution time, follow up on issues, and escalate complex issues
• Assesses issues and establish a course of action to guide the client/associate to timely resolution of inquiry
• Troubleshoots problems with malfunctioning software applications and recommends corrective action
• Directs and guides clients through resolution of technical issues
• Submits requests for product changes and other custom programming updates
• Practically applies knowledge of VitalEdge case resolution process, policies, and escalation methodology
• Attends training courses as required and stay abreast of evolving internal processes and industry developments
• Provides customer service and remote support services and applies problem solving skills
• Works in a team environment and assist team members on various issues
• Provides other ad hoc support and duties as assigned
• Works in an environment with competing priorities

Required Skills & Education

• 2-4 years of tech support experience with client contact
• Associates/Bachelors strongly preferred
• Proficient PC skills, specifically in Windows and IOS environments
• Knowledge and familiarity with mobile devices (Smartphones/iPads)
• Ability to document, track and monitor a problem/issue to a timely resolution
• Problem solving ability
• Strong negotiation skills; strong verbal and written communication skills along with prioritization of duties
• Knowledge of Microsoft O/S and PC hardware, Microsoft Printing, and Mobile devices (Smartphones/iPads)
• Experience using a ticketing System such as Clarify, Remedy, Footprints or Dynamics

VitalEdge is an Equal Opportunity Employer