Software Support

Sponsorship is not available for this position.

Job Title:                    Support Account Manager                   

Position Summary:

The Support Account Manager will provide solutions (by phone or via email) for McLeod customers questions / issues and technical problems (hardware, software) pertaining to McLeod Software’s product, LoadMaster. 

Essential Duties and Responsibilities:

  • Train customers (by phone or via email) on any LoadMaster or specified 3rd party issues they may have.
  • Research and trouble shoot LoadMaster technical (hardware, software) issues either by reviewing manuals, discussing with other staff or contacting 3rd party sources.
  • Research required modifications / fixes, entering callins for use by Support Programmers.
  • Testing of modifications / fixes to the LoadMaster code.
  • Assists Support Programmers and other Account Managers as needed.
  • Assists with training of new Account Managers.
  • Delegate certain issues to other group managers when necessary.
  • Work on designated special projects and training classes.
  • Follow up via email or phone on pending issues.
  • Monthly customer care calls to assigned customers.
  • Assist customers at annual McLeod Software User’s Conference.
  • Continue improvement of technical knowledge and ability.

Qualifications:

  • Two or more years of experience providing customers technical (hardware, software) support.
  • Knowledge of business accounting practices preferred.
  • Experience with one or more or the following DBMS (SQL Server, ORACLE, DB2).
  • Experience training customers or end users in the use of software or hardware.
  • Ability to work on multiple tasks at one time.
  • Ability to read and comprehend technical manuals. 
  • Ability to communicate technical information coherently, both verbally and in writing, to customers with various levels of education.
  • Ability to manage (plan, organize, accomplish and follow up) one’s own work.
  • Ability to control emotions and remain calm in stressful situations.
  • Ability to maintain a friendly attitude with others (customers and other employees) regardless of situation.

Education:

  • Bachelor degree or equivalent work experience.

Communication Skills:

  • Excellent verbal and written communication skills required. 

Certifications, Licenses, Registrations:  

  • Microsoft certifications (preferred, but not required)

Work Environment:

  •  Minimum forty-hour workweek.  Since some support calls may need to be resolved after the customer’s business hours, willingness to work occasional evenings is essential. 
  • Private office provided for privacy and maximum work production. 

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