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Technical Support Specialist

Jonestown, TX - (Temporarily remote due to COVID-19)

a-tune software provides data and compliance management for research and development facilities through software, services and applications. Our clients include leading international companies and institutions in the fields of academia, pharma and biotechnology in North America, Europe, Australia and Asia.

For our US office in the Austin, TX area, we are hiring a Full-Time Technical Support Specialist. This position will be temporarily remotely, due to COVID-19.

You at a-tune…

Our Technical Software Support Specialists goal is to assist with customer requests for assistance in utilizing the tick@lab software suite. This is accomplished through teamwork, clear communication, trouble shooting and application of resources.

Customers depend on accurate, dependable and timely resolution of all requests for assistance. This involves finding the solution to questions or issues that the customer reports. Resolution can involve engaging various departments such as Development or Sales until the answer is found. Specialists must be able to develop a broad understanding of product offerings and have exceptional interpersonal and communication skills.

You should possess strong multitasking skills and be able to work on several projects simultaneously.

Travel domestically and internationally is required.

Responsibilities

  • Planning and installation of tick@lab software
  • Maintenance of existing environments (weekly health checks with customers)
  • Independent study to learn about the business scope of the software
  • Communicate with customers to provide solutions or workarounds for issues
  • Communicate issue status externally and internally, driving them to resolution
  • Determines which calls need to be escalated to manager, and follows appropriate process for escalation.
  • Clearly documents customer tickets in internal CRM system and follows processes established for CRM use.
  • Provide Technical Training
  • Willingness and ability to travel up to 25% of the time
  • Attend GoToMeetings and work from home due to time zone differences
  • Working knowledge of report writers such as Microsoft Reporting Services

Key Qualifications

  • College Diploma or Bachelor’s degree in a technology related field or equivalent work experience of 3-5+ years’ experience in a customer facing technical or application support role
  • Windows Server and active directory
  • IIS Configuration
  • XML Knowledge
  • Oracle Knowledge
  • Microsoft.Net applications
  • Report writing capabilities, such as Microsoft Reporting Services

Desirable Qualifications

  • Analytical Thinking
  • Strong organizational skills and high attention to detail
  • Ability to learn quickly with little direction or oversight
  • Quick-witted, excellent communication skills, personable
  • This position requires the employee be able to qualify for credit card for travel requirements.
  • Candidates must be authorized to work in the US as permanent residents.

We are not offering relocation or sponsorship.

Our Company offers …

  • Competitive benefits including health insurance with a Health Reimbursement Assistance on high deductible plan, dental and vision insurance
  • Life Insurance, short-term and long-term disability
  • Optional 401K plan with matching
  • Paid holidays and competitive vacation time
  • Benefit Condition: a waiting period may apply

Please send Resume to

Human Resources Department

a-tune software INC.
19621 FM 1431, Suite 402
Jonestown, TX 78645

careers@a-tune.com

a-tune software INC.

It is the policy of a-tune software INC. to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, a-tune software INC. will provide reasonable accommodations for qualified individuals with disabilities.