Multiple Technical Support Analyst positions are open in our Grand Rapids, MI,
Global Customer Support Center


CORE COMPETENCIES:
• AS/400 specialist: Experience with AS/400 and DB2/400, including installation, system management (subsystems, memory management, etc.), communications, database administration, problem analysis, performance tuning and system operations is required.
• Additionally, experience with Java and diverse web server technologies, specially IBM Websphere Application server support involving advanced troubleshooting and debugging
• Should demonstrate superior analytical skills to analyze data, do research, diagnose and solve diverse technical problems
• ERP experience is a plus


JOB DUTIES AND RESPONSIBILITIES:
• Provide technical support to customers for SSA Global’s products and ensure a high level of customer satisfaction
• Provide courteous customer service in an accurate and timely manner in accordance with existing procedures
• Respond professionally to customer’s technical questions, by quickly gaining an understanding of their environment and problem, defining an appropriate problem diagnostic strategy, clear and professional communication of it, setting mutually agreed upon action plan & target dates, recreating the problem in-house if appropriate, reviewing diagnostic files and utilizing all available support material and tools to successfully resolve the problem.
• Contribute technical knowledge and understanding to enhance departmental expertise
• Participate in new product testing, use development tools for tracing and troubleshooting and
support current integration technologies in complex environments


SOFT SKILLS:
• Desire and ability to work in a highly collaborative, team-oriented environment
• Flexible and ready to learn any products or unfamiliar technologies quickly and effectively
• Have strong verbal and written communication skills to explain technical concepts and functionality
• Possess organizational skills like time-management, multitasking and self prioritization abilities to ensure that most effective and timely service is delivered to customers
• Decision-making ability to make procedural decisions
• Ability to quickly become the resident champion in your area(s) of product specialization
• Enjoy working over phone with other System Administrators, Database Administrators, and Programmers to resolve their technical issues


JOB REQUIREMENTS:
• Minimum 4 year degree in a related technical discipline or suitable education
• At least three years of applicable technical support experience


To apply for this position, please email your résumé with a cover letter including your salary requirements and highlight Ref. Code: Tools-AS/400

No telephone calls or third parties please.

US Citizen or Green Card Holders only
Position is in Grand Rapids, Michigan