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Associate Manager Product Support


CentralSquare Technologies | Customer Support | Lake Mary, FL

Qualified candidate will provide technical support to customers and CentralSquare staff regarding; answering questions on software releases, preparation for a releases, system  configurations, and troubleshooting of CentralSquare products.  They will need to collaborate with multiple departments to assist with resolution of customer issues.  Must be able to analyze, debug, and resolve product and/or system related problems via remote support. In addition, they will need to handle distribution of software which includes new contracts in order to book revenue and prioritize tasks so that deadlines are met.  Must have good customer service skills, ability to work with SalesForce, IBM iSeries, and other CentralSquare software tools.  Must be willing to participate in after-hours call rotation and be ready to assist team anytime when not in that rotation.  Should have an independent work ethic and has an understanding that the position comes with some extended hours.  Team Player with the ability to be a strong contributor with immediate team as well as with other departments.  Experience in any of the CentralSquare Menu Driver or other modules is a plus.
Skills & Requirements

Position Requirements:

·       Experience working in or with City/County government Information Systems Department (5+ years preferred)

·       Bachelor degree or equivalent combination of education and  experience

·       Ability to adapt to change and resolve conflict

·       Proven problem solving and analytical skills

·       Ability to make decisions within established guidelines and policies

·       Ability to accurately record customer issues in SalesForce

·       Excellent verbal and written communication skills and team player experience

·       Ability to analyze, debug, and resolve general application and/or system related problems via remote support

·       Excellent customer service skills, ability to work independently and instruction experience

·       IBM iSeries experience is preferred

·       CentralSquare software experience is a plus

·       Microsoft Product experience (Word, Excel, PowerPoint, Skype for Business) is a plus

·       Strong Organizational skills with attention to detail

·       Demonstrated ability to prioritize work load and multitasking skills

·       Ability to answer a high volume of phone calls

·       Self-motivated