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 Integration Sync Support representative
Ref No.: 18-00889
Location: El Segundo, California
Start Date: 06/11/2018
 Integration Sync Support representative
Contract to Hire
El Segundo CA / San Francisco CA


Starting IMMEDIATELY, I will need the resume, home address, email and phone number.
We are looking for an Integration Sync Support representative to provide a last level escalation
path for Sales and Operations, as well as provide direct assistance to our customers. You will
diagnose and troubleshoot software problems, and help our customers install our Demandforce
application. This position reports directly to the Integration Support Manager.
Candidate Profile Summary
This is a technical customer-facing role. Responsibilities include resolving Demandforce
software issues, configuring Demandforce software on customers' server computers, and
submitting fix and feature requests to the Engineering team. You will use Live Chat and
Salesforce to provide internal support, and communicate with external customers via phone or
email.
Candidates must be able to demonstrate customer empathy, and be passionate about helping
customers and resolving technical issues. You will be explaining very technical terms to
non-technical or less-technical people. You will also concisely reiterate to our engineers the
breadth of a customer's specific issue, and help lead them towards a solution.
Ultimately, you will be a person that both our customers and engineers trust.
Essential Job Functions
● Support the Integration Analyst team and Integration Development team.
● Support the Sales team in deploying the Demandforce Link software for new customers.
● Research and identify solutions to the Demandforce Link software on customers' server
    environments (Windows and Mac).
● Answer support tickets via phone, email and chat.
● Prioritize and manage several open issues at one time while exercising caution.
● Properly escalate unresolved issues to appropriate internal or partner teams.
● Diagnose and troubleshoot technical issues including installation and network
   configuration.
● Ask customers (internal and external) targeted questions to quickly understand root
   cause.
● Provide prompt and accurate feedback to customers.
● Ensure proper documentation of case issues and resolutions.
● Document resolution items and troubleshooting steps in team knowledge base.
● Stay constantly apprised of product development and updates.
● Assist in monitoring Demandforce software overall upload health.
Qualifications
● Degree in or current Computer Science, Information Science or Technology major or
   related work experience.
● 1+ years Customer Support Experience.
● 1+ years hands-on experience with Windows/Linux/Mac OS environments.
● 1+ years hands-on experience with software applications.
● Familiarity with remote desktop applications.
   Knowledge, Skills and Abilities
● Excellent research and problem solving skills.
● Efficiently use resources.
● Quick learner.
● Independent worker.
● Out of the box thinker - identify and Client new solutions by connecting the dots.
● Communicating technical issues to technical or non-technical people (verbal and
   written).
● Ability to multitask while demonstrating caution.
● Recognize global vs singular issues and alert appropriate teams as necessary.
● Good understanding of computer systems, software applications and other tech
    products.
Preferred:
● Various database technology skills (such as MS SQL Server).
● Security and Networking experience.
● Salesforce or similar CRM experience.
● JIRA and Confluence or similar experience.
Thank's & Regard's
 
Awad Bin Yousuf  | Account Manager
Direct : 213-228-3482 | Email - yousuf@nextgentechinc.com
NextGen Technologies Inc.
1735 North 1st Street #308, San Jose, CA 95112