PRM Tier 2 Tech Intern

Aprima; Richardson (TX); Sur place; USD 45 000 - 65 000; Plein temps

Résumé du poste

Aprima is seeking a dedicated customer care professional to respond to product application and technical support questions regarding the company’s software. You will handle upgrades, hot fixes, issue resolution, and documentation to ensure customers receive timely, high-quality service.

The role emphasizes multitasking, strong communication, and the ability to work independently or in a team, maintaining a sense of urgency and accuracy in a dynamic environment.

Qualifications

• Proficient in troubleshooting and resolving customer issues across software products.
• Experience upgrading clients and applying hot fixes to current versions.
• Ability to multitask with attention to detail in a fast-paced environment.

Responsabilités

• Upgrade clients to new versions of the product.
• Apply hot fixes to the current version of the product.
• Identify, troubleshoot, research, and resolve customer issues promptly.
• Document and escalate issues and workflows to peers when needed.
• Manage cases to maintain high customer satisfaction.
• Perform other duties as assigned by management.

Connaissances

Advanced experience with Windows

Strong knowledge of Networking

Description du poste

Responsible for delivering the highest level of customer care while responding to product application and technical support questions from customers regarding the company’s software.

Responsibilities:

• Upgrading clients to new versions of the product.
• Apply Hot Fixes to current version of the product
• Identify, troubleshoot, research, and resolve customer issues in a timely manner.
• Document and escalation issues and workflows to appropriate to peers when necessary.
• Manage/work cases in a timely fashion to maintain high customer satisfaction.
• Other duties as specified by management.

Required Skills:

• Advanced experience with Windows
• Strong knowledge of Networking

Accountability and Self-Management

• Must be able to multitask and demonstrate attention to detail.
• Must be self-motivated and able to work independently with little management or in a team setting.
• Must have a sense of urgency and be able to prioritize and plan daily activity.
• Must be a fast learner and able to grasp new concepts and workflows.

Teamwork and Leadership

• Must be able to make timely sound and accurate judgment when needed.
• Must be able to handle high stress situations and demonstrate persistence and overcome obstacles.

Communication

• Excellent communication, customer service, and organizational skills.
• Ability to communicate clearly and effectively with customers and internal staff both written and verbally. This includes correct spelling a proper grammar.
• Must speak confidently and persuasively in positive or negative situations.

Innovation and Problem Solving

• Attention to detail and advanced analytical and problem-solving skills is expected.

Computer Skills

• Moderate to Advanced knowledge of MS Office products.
• Strong knowledge of Microsoft Operating System.

Physical Demands:

• May require sitting for long periods of time; also, stooping, bending, and reaching for files and supplies.
• Requires manual dexterity sufficient to operate a computer keyboard, answer a telephone, and run a copier and other office equipment as necessary.
• Employee must participate to help maintain the desirable work environment created by the management and company officials.

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.