Application Support Specialist (Provo)

Closing Date: November 1, 2008

Company:	SirsiDynix Provo, UT
Job Location:	Provo - Utah County
Employment Type:	Full Time
Department:	Customer Support
Benefits:	SirsiDynix offers a competitive salary and comprehensive benefits package including medical, dental, and vision insurance, professional development, and a company-matched 401(k) plan.

Description:

Essential Functions:

1. Establish plan of action to determine library workflows, has good understanding of daily library operations.

2. 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.

3. 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.

4. 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.

5. Assist with quality assurance and testing procedures.

6. Provide customers and staff with clarification on product functionality. Explain product capabilities and workflow to libraries.

7. Maintain open communication with all departments, individuals and resources within the company to perform all responsibilities.

8. Mentor and train other team members. Be a resource to other departments, individuals and resources within the company.

Qualifications:

Education:
- Bachelor degree in related field

Experience:
- Two years experience working technical customer support or IT systems

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