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Description

The purpose of this position is to drive customer satisfaction for assigned supported customers. Building a satisfied customer base directly contributes to increased sales opportunities and a higher maintenance & support renewal rate. This is a key position that when executed well, directly impacts the bottom line of I-many.

Responsibilities

• Respond promptly to customer problems and questions that come in through the I-Many Customer Support Web site, email and telephone
• Diagnose, troubleshoot, and resolve software application issues with customers and partners
• Manage multiple customer cases simultaneously and provide regular progress updates to customers with open support issues.
• Ensure that all customer-related information—including case history, contact information, and installed software—are kept accurate and up-to-date in the contact tracking database
• Document solutions to issues to be included in the internal and customer knowledge bases
• Provide root cause analysis for all key customer critical issues and log in issue tracking system
• Proactively call assigned customers based on support policy schedule
• Proactively work with Product Engineering to provide the Customer Support team with current information on product problems and resolutions
• Accurately identify, replicate, and document software defects and customer-requested product enhancements in the appropriate tracking system – and escalate as appropriate
• Travel occasionally to customer sites or other I-many locations as needed

Qualifications

• B.S. degree in a technical discipline or equivalent experience
• Excellent customer service skills with the ability to handle difficult customers and situations
• Excellent communication skills, both verbal and written
• Ability to multi-task and work under dynamic conditions and constraints with minimal supervision
• Ability to respond to users with a high degree of professionalism and accuracy
• Solid understanding of web-based applications, J2EE standards, Java, XML/XSLT
• Knowledge of Oracle and SQL+
• Knowledge of application deployments on Jakarta Tomcat, IBM Websphere, BEA Weblogic and JBoss Experience with MS Windows, Sun Solaris, Linux operating systems is a plus
• Knowledge of Government price calculations and compliance regulations, and business practices in complying with these regulations is beneficial
• Previous experience in the life sciences industry is a plus

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