Customer Support Specialist - Madison,WI

Position Summary

Investigates and resolves software and hardware problems of computer users at a technical and/or application level.

Essential Duties and Responsibilities

    • Answers, evaluates, and prioritizes incoming telephone, voice mail, e-mail, and in-person requests for assistance from customers experiencing problems with hardware, software, networking, and other computer-related technologies.
    • Interviews customer to collect information about problem and leads customer through diagnostic procedures to determine source of error or problem.
    • Handles problem recognition, research, isolation, resolution and follow-up for routine customer problems; refers more complex problems to supervisor or appropriate specialist.
    • Logs and tracks calls using problem management database, and maintains history records and related problem documentation.
    • Submits recommendations of hardware and software product enhancements to reduce help line incident rate.
    • Documents and consults with software test personnel to explain software errors. Performs proactive customer calls.
    • Writes or revises technical customer reference manuals and procedures.
    • Develops on-line training materials.
    • Train customers, as needed, on software and hardware on-site or in classroom.
    • Install and maintain support computers, software, and peripheral equipment used in the department.
    • Acquire and maintain working knowledge of all supported products as they evolve.
    • Become a product specialist on at least one product.
    • Perform emergency customer trips as needed.
    • Other duties and developmental opportunities as assigned

    Education and Training

      • Bachelor’s degree in Computer Science or Meteorology preferred
      • Computer certifications (Example: MCSE, A+, Network +, etc.) preferred
      • Fundamental knowledge of computer hardware and networking protocols

      Skills, Experience and Abilities

        • Previous experience in a Help Desk environment preferred
        • Proficiency with Adobe Photoshop a plus
        • Weather Central product knowledge preferred
        • Microsoft Office Products experience required
        • Self-directed and able to work independently
        • Work from written and verbal instructions
        • Highly organized and detail oriented
        • Ability/desire to work on sometimes tedious tasks
        • Excellent verbal and written communication skills
        • Comfortable working with variety of people—customer, programmers, sales, product managers

        Work Environment and Physical Requirements

          • Ability to work holidays, On-Call, and On-Call Backup shift on a rotation basis.
          • Fast paced, large, open office environment
          • Able to sit for long periods of time and view computer monitor
          • Infrequent travel as needed to meet customer emergencies

           

          The company enjoys a great casual work environment, offers an excellent compensation and benefits package, and the opportunity to be a part of a highly skilled, motivated, and talented team. We are an equal opportunity employer and value the diversity of all our employees.

          To Apply:
          Please, email your resume, cover letter, salary expectations to jobs@wxc.com. Please, put code: CSS- 25 in the subject line.

          Weather Central, LP
          401 Charmany Drive
          Madison, Wisconsin 53719