Support Analyst

Overview

Perform expert level remote helpdesk services for CDG’s customers with a focus on standards of excellence that ensure customer satisfaction, technical accuracy, and productivity. This position is a customer facing position that demands teamwork and performance that projects dependability, integrity, and professionalism. Works closely with software development and IT teams on escalating software defects and feature enhancements.

• Provide accurate and efficient remote software support to CDG customers.
• Provide technical support to CDG customers on daily operations related to telecommunications service delivery.
• Assist with developing reports, optimizing software configurations, assisting with special requests and other related technical functions.
• Ability to train others on application software; develop and utilize appropriate training materials.
• Interact and communicate independently, effectively, clearly, and professionally in a manner that promotes considerate and cooperative relationships and overall teamwork.
• Provide expert level knowledge of application software and procedures to investigate and resolve software problems as needed.
• Provide training on-site at customer locations and as needed at CDG’s annual Customer Conference.
• Will perform demonstrations/presentations explaining features and benefits of application software to prospective customers as needed.
• Suggest product enhancements and modifications and assist in the production and maintenance of user documentation.
• Perform certain assignments relative to Quality Assurance Testing, system fixes, and documentation of system enhancements.
• Perform other miscellaneous duties as assigned to ensure effective operation of department specifically and CDG as a whole.
• Provide user input to software development staff for billing program enhancements and modifications.
• Perform integrity and validation checks on all data transferred.
• Participate in industry meetings, conventions, forums, etc., as well as various marketing/sales efforts as required.
• Work on projects as needed that may include technical documentation and quality assurance functions.
• Perform other related duties as assigned to ensure effective operation of department specifically and CDG as a whole.

• Associate degree in Computer Science or Information Technology fields preferred. Related curriculum or equivalent experience will be considered. Telecom knowledge a plus.
• Minimum 2 years’ experience with Microsoft Windows, Linux, Microsoft Word, Microsoft Excel, Adobe Acrobat, relational databases, and accounting related applications with basic knowledge of modern internet technologies and related hardware and software applications.
• Must be a team player with the ability to work with minimal supervision.
• Must be willing to work extra hours, weekends, and on-call situations if needed.
• Must be willing to travel and have a valid driver's license with a good driving record to drive rental vehicles if necessary.
• Must be a self-motivated, people oriented individual with highly developed interpersonal, oral and written communication skills, who is comfortable making presentations to large or small groups and with extemporaneous speaking when necessary.
• Understanding of CDG products and services and knowledge of wireline and wireless industries would be beneficial.
• Must be able to project and maintain an image of integrity, dependability, and professionalism in all business relationships, both internal and external.