CRM SUPPORT SPECIALIST

Job Description:

Axonom is seeking a versatile and talented Software Support Specialist to assist Axonom customers in resolving support incidents/problems in their CRM system application. Axonom's fine line of products includes the award winning Powertrak Customer Relationship Management Applications. This position will be a full time position.

Job Activities:

The Software Support Specialist will be a technical support contact for support incidents reported by Axonom clients. Customers include both direct sales (1st tier support) and partner (2nd tier support) customers. Approx 90% of the time will be spent providing remote support from Axonom's office via phone/e-mail. This position generally interacts directly with the customer/user and where the user has a technical and/or business background. This role will be responsible for managing all aspects of the technical support relationship, from initial contact to case resolution. The ideal candidate will possess outstanding communication and interpersonal skills, and an exceptional ability to problem solve. The Software Support Specialist will work directly with Professional Services and Support Management to meet customer service level commitments, increase customer satisfaction and resolve customer issues. This position will also include Software QA and Development duties as time permits.
Position responsibilities include:

• Being responsive and thorough in addressing customer support issues.
• Working with customers to resolve in-depth, hands-on programming issues.
• Reproducing reported customer problems with Axonom and MS CRM products.
• Managing customer expectations.
• Reporting design, reliability and maintenance problems or bugs to Software Development.
• At times, being responsible for specific QA and Development tasks.
• Assisting the professional services organization with the implementation of customer requested projects.
• Identifying best practices, and developing repeatable procedures to streamline customer support processes.

Qualifications:

Education: Prefer 4-Year College IT Degree (Could be in progress) Experience programming in .NET, SQL Server, Visual Basic is preferred. Knowledge of MS Windows OS, MS Exchange, MS Office Applications.

If not already a graduate, the Candidate should be close to completing Computer Science/Engineering degree from college/university. Candidates should send resumes to Mathias Olsson, Director of Professional Services at Axonom. Call at (952)653-0360 "or Email molsson@axonom.com.