Software Support Technician

Job Title: Software Support Technician

Location: Vancouver, Canada

Open: Immediate
Posted: April 7, 2008 

F9, an Infor company is pleased to announce the opening for a Software Support Technician position.

This role is within development and support and is open for immediate filling. This is for F9, an Infor company, for the financial reporting products developed in Vancouver, Canada. The ideal candidate should possess the following experience and skill set. If so, please forward your resume and cover letter to Jobs@F9.com

Job Description - Infor is seeking a candidate who is positive, energetic, and an excellent communicator. The candidate will be responsible for Level 1 and 2 software support as well as possibly other duties including product research, and remote training. Our products specialize in financial reporting for 100’s of accounting systems and customers range from certified accountants, CFOs, software resellers, as well as business partners. The ideal support candidate will have an understanding of general accounting principles as well as Windows and Excel.

Duties and Responsibilities:

Support Level 1

·          Phone support to customers, resellers, and accounting partners

·          Email support

·          Remote desktop sessions

·          Integrations support, working with services staff

Support Level 2

·          Internal Issue Tracking – entering new issues, replication steps, obtaining customer reports and data, closing issues

·          Checking customer maintenance status, license status, referring to sales for renewals

·          Web-based FAQ content and general administration

·          Quality Assurance testing and troubleshooting

·          Production assistance for serial numbers and new software releases

Other Potential Duties - depending on candidate:

·          Remote courseware training

·          Product research

·          Documentation assistance

Qualifications - The successful candidate will have the following qualifications:

Requirements:

·          Minimum 5+ years experience within Level 1 and 2 software support

·          Excellent oral and written communication skills

·          Strong ability to understand and respond effectively to customer needs in a timely manner

·          Knowledge and understanding of accounting principles

·          Past experience with other reporting software and/or accounting software

·          Results driven, positive, proactive approach

·          A team player with experience working with other departments such as development, pre-sales, and sales

·          Record of career stability

·          Education: Undergraduate degree or equivalent

Technical Experience and Knowledge:

·          Microsoft Office Excel  (up to 2007)

·          Microsoft Windows (up to Vista)

·          Citrix and Terminal Services

·          Registry settings

Additional knowledge of any of the following an asset but not required:

·          WebEx

·          Microsoft Excel VBA

·          VMware

·          Maximizer

·          AnswerLink

·          Softrax

·          Protexis

·          Database Access and Knowledge of:

o    Microsoft MS SQL, SQL Backups

o    ODBC and DSN setup

o    Pervasive and/or Btrieve

o    Microsoft FoxPro

o    Oracle

o    DB2

o    T-SQL query knowledge