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For your reference, we have included the original job posting below.
Technical Support Representative
Job Number:
45028195
Company Name:
Malvern Systems
Job Location:
Malvern, PA US
Job Categories:
Information Technology Transportation & Logistics
Minimum Education:
4-Year College Degree
Technical Support Representative
Malvern Systems, Inc is in search of a Technical Support Representative to perform technical support, software installations and end-user training for our nationwide customers. This person will use superior problem solving, excellent written and oral communication and project management skills to maintain high levels of customer satisfaction.
The Technical Support Representative will be responsible for fielding and responding to Technical Support requests from existing customers and re-sellers. Related duties include rapidly assessing severity of support requests, identifying and resolving complex product, compliance, integration, and hardware-related issues; maintaining status of open issues in a web-based case-tracking system, and thorough coordination and communication with the customer and other staff members.
The Technical Support Representative will perform and/or coordinate some aspects of the implementation process from receipt of a new customer order through completion. Duties may include data gathering, requirements analysis, installation, configuration, integration, testing, troubleshooting and end-user training.
Additional responsibilities include but are not limited to product testing, contributing to an internet-based Knowledge Base, defining, proposing and implementing add-on capabilities for existing customers, periodic carrier compliance projects, and the ongoing improvement of all company products, services and documentation.
The ideal candidate will be innovative, creative, self-driven, capable of managing multiple tasks under tight deadlines, a quick learner and comfortable presenting ideas to technical teams and stakeholders.
The position is based out of Malvern, PA.
Requirements:
Previous experience (3+ years) providing technical support to external customers preferred
Superior problem-solving skills with complex software installations involving extensive integration with other third-party applications.
History of building customer relationships that generate positive feedback
Diverse technical exposure including database integration and related technologies (e.g., ODBC, SQL, etc) greatly preferred
Light to moderate experience with programming (vbScript or VB) preferred
Self-initiative and a passion for follow-through on issues and opportunities.
Ability to work in a fast-paced environment with multiple competing priorities.
Ability to accommodate occasional, light travel (up to approx 5-10 days per year).
Excellent oral and written communication skills
Bachelor's Degree in related field preferred
Company Description:
Founded in 1980, Malvern Systems develops multi-carrier shipping software to help automate the processing of shipments for virtually any industry that ships packages through UPS, FedEx, US Postal and many other carriers. Our clients range from small internet retailers to fortune 100 companies and our competitive advantage is our ability to provide highly integrated and customized solutions affordably.
