Customer Service & Support Jobs in Pennsylvania (Now Hiring) — 28,628 open — Page 255

Essential Duties and Responsibilities:

• Conduct detailed business process analysis consulting and document the resulting requirements definitions.

• Consult with customers related to system design and configuration to achieve desired workflows.

• Understand and be able to effectively communicate the fundamentals of change management.

• Translate customer requirements into functional/technical specifications for enhancements, interfaces, conversions and/or reports.

• Manage testing cycle process with customer for end user acceptance test scripts regarding system design and any enhancements, interfaces, conversions, and reports built within the project scope.

• Deliver high quality, focused training classes for both train-the-trainer and end-user-oriented classes on areas of the system per documented workflows.

• Support live operations transition for customer(s) onsite at their facilities and perform requisite troubleshooting as necessary.

• Deliver engaging, informative, well-organized presentations.

• Deliver training classes and presentations at the annual customer conference.

• Create, update, and provide insight on internal and external training and implementation materials.

• Create and deliver ad hoc and routine industry needed reports from system for customers, as requested.

• Build and support custom reports in Business Objects Enterprise, not required but preferred.

• Possesses general understanding in the areas of application programming, IIS, database, and system design.

• Facilitate project team and customer meetings effectively.

• Communicate relevant project information to assigned project manager, direct manager, and other departments (Development, Customer Care, QA, Sales) effectively and timely.

• Resolve and/or escalate issues in a timely fashion.

• Interface professionally with other internal departments.

• Understand how to communicate difficult/sensitive information tactfully.

• Set and manage customer expectations on projects, especially where documented scope is related.

• Manage day-to-day customer interaction on assigned projects.

• Communicate effectively with customers to identify needs and evaluate alternative business solutions.

• Develop long-term, positive relationships with customer personnel increasing overall account satisfaction.

• Demonstrate strong financial and business acumen as pertains to corporate metrics and goals.

• Demonstrated ability to effectively work remotely when not onsite with a customer.

• Submit timesheets and expenses in a timely manner.

Requirements:

The ideal candidate will possess a BA/BS degree from an accredited college or university with a major in Business Management and/or Computer Science, preferred. Coursework in GIS is a plus. The position requires:

• Mandatory amount of 3-5 years of professional work experience

• A minimum of 2 years with direct software implementation experience as the principal implementer

• Experience working for a company that provides proprietary software solutions.

• Excellent active listening, communication (verbal and written) and problem-solving skills.

• Exhibits strong attention to detail and a commitment to quality work.

• Thrive in a deadline-driven environment that may require work outside the normal timeframes.

• Demonstrated organizational efficiency, time management skills and a willingness and ability to adapt to changing priorities.

• High degree of professionalism and demonstrated ability to work productively with a wide range of customer personas.

• Familiarity with Oracle and MSSQL relational database platforms

• Knowledge of various software development methodologies (waterfall, agile, etc.)

• Proficiency with Microsoft Office Suite 365, particularly Excel, PowerPoint and Visio

• Working knowledge of Business Objects Crystal Reports, SQL and scripting, a plus

• Comfort with extensive travel (US and Canada), up to 75%, higher by exception.