[ajug-jobs] Product Support Analyst

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A new job has been added:

Job ID:               1776
Job Title:            Product Support Analyst
Location:             Atlanta
Business Name:        Principle Solutions Group
Email:        nick.kitchens at principlesolutions.com

Job Description:
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This position requires strong analytical skills with programming languages such as Java or C# as well as configuration skills in environments such as BEA Weblogic or Websphere and a good understanding of all Jacada products.
	
This position will also require strong communication and delivery skills and ability to be a strong self-starter.  This is a challenging support position 
	

Technical Skills Required: 
•1-5+ years of Java experience (preferably development) or 1 – 2 + years of C# experience (preferably development)
•HTML, JSP, Javascript programming experience required 
•Prior experience with J2EE development is highly desired, preferably with BEA WebLogic.  IBM Websphere knowledge is a plus.  
•Prior experience with distributed applications (software components) is a plus
•CTI experience desirable (Genesys, Avaya, Nortel, Aspect)
•Prior experience in IT (network, DB, Load balancer or servers administration)

General Responsibilities: 
•Provide problem analysis, research, and resolution to staff, affiliates, and customers.
•Initiate and maintain appropriate documentation of support calls from initial report through final resolution.
•Assist in providing responsive, direct telephone technical support for products.
•Provide on-site customer support and after-hours telephone support from time to time as assigned.
•Develop and maintain specialized test environments in order to test and verify solutions to technical problems.
•Develop technical courses, papers, and presentations in areas of technical expertise for staff and users.  
•Initiate training in technical areas of specialization for customers, sales staff, and support staff.   
•Generate technical documentation in areas of specialization as assigned.
•Other tasks and responsibilities as assigned by Technical Support Management.
•Delegate and coordinate outstanding technical issues to the Product Support team for Senior Product Analyst.
		
Business Skills Required: 
•Experience in Support/QA/Services desirable.  Customer service orientation essential  
•Work Skills and Habits – A high-energy individual who is able to simultaneously manage multiple issues activities. 
•Leadership – Ability to assist in the coaching and mentoring of junior and entry level support analysts as appropriate.
•Attention to Detail – Ability to undertake detailed activities with accuracy and reliability.
•Communication skills – Ability to effectively communicate ideas and concepts to other team members including both Customer and Jacada representatives.
•Team Work – Ability to interface and work cooperatively with teammates, customers and third-party service providers.
•Problem Solving Skills – Ability to resolve customer problems with diplomacy, either directly or with the team’s assistance.

Education:
•4-year college degree or equivalent work experience

Please send resumes via email, nick.kitchens at principlesolutions.com

Job Restrictions:
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This job was posted on: 2007-12-10

For more information, please visit: http://www.ajug.org/ajugjobs/showJobDetail.do?id=1776