Cole Valley Software looks to be the most effective CRM system for professional service firms, such as law and accounting firms.  We are always looking for good people to join our team.  At this time we are looking for a Technical Support Analyst.  The job description is as follows:

Technical Support Analyst


Summary:
Technical Support Analyst participates in planning meetings, coordinates installation and configuration of proprietary Cole Valley systems, assists clients with preparing their local IT environments, and provides support to clients post implementation. This position will be required to provide on-going Level 1, Level 2 and Level 3 service desk support, and perform project work associated with integrations and database conversions. The role requires a broad knowledge of hardware environments and software components, combining elements of an implementations specialist, service desk analyst and technical services support technician.

Responsibilities:
  • Provide superior customer service to our client and partner base
  • Participate in implementation planning sessions with project management and clients
  • Participate on or facilitate conference calls with client IT technical staff
  • Install and configure proprietary company software in client environments, including installation of required MS-SQL databases
  • Monitor and respond to client inquiries and support requests via phone, email, web, etc.
  • Troubleshoot, configure and provide solutions to diverse technical issues associated with supporting proprietary company and third-party software, desktop and server operating systems, email servers, web servers, database servers, virtual desktops, terminal servers and network topologies
  • Write batch files/scripts as needed to support the installation and support process, database maintenance, etc.
  • Take escalated support calls as needed (levels 1,2 & 3)
  • Maintain detailed documentation on implementation processes, client interactions and incident reports in FreshDesk
  • Maintain the technical support knowledge base
  • Provide support to both clients and internal company staff
  • Provide training to clients and staff as needed
  • Meet or exceed IT support productivity standards and metrics
  • Proactively identify opportunities for improvement and present to the team for review and approval
  • Provide timely status updates to users and management
  • Perform project based work, including but not limited to database conversions and custom integrations
  • Define and develop statements of work for integration of client third-party systems with ContactEase
  • Complete new client conversions from competing systems to ContactEase

Qualifications:
  • Minimum of Bachelor’s degree in computer-related field or equivalent work experience Three+ years of professional experience with heavy telephone support
  • Experience with IT management support tools, such as FreshDesk
  • Experience installing, configuring and troubleshooting MS-Windows (XP to current)
  • Experience installing, configuring and troubleshooting MS-Windows Server OS (2008 to current)
  • MS-Office experience (including Office365), with emphasis on advanced features of MS-Outlook (2003 to current)
  • Experience installing and configuring MS-Exchange
  • Experience installing and configuring software in a virtual desktop environments (VDI)
  • Experience installing and configuring software in a Citrix/Windows Terminal Server environment
  • Experience automating tasks using batch files/scripts
  • Experience installing, configuring and troubleshooting Microsoft IIS
  • Experience installing, configuring and troubleshooting MS-SQL Server
  • Excellent verbal and written communication skills
  • Excellent organizational and time management skills
  • Excellent interpersonal skills
  • Excellent follow-up skills
  • Proven knowledge of troubleshooting techniques
  • Strong background in client service and support
  • Demonstrated ability to exercise good judgment in dealing with clients’ technical issues
  • Ability to telecommute and work with a geographically distributed team to meet critical deadlines without direct supervision
  • Ability to follow operating procedures and instructions
  • Ability to demonstrate flexibility by handling Level 1 and Level 2 support calls
  • Ability to communicate and work effectively with client IT staff members
  • Ability to work well under pressure while maintaining a professional demeanor
  • Ability to multitask
  • CRM experience a plus
  • Experience working in a law firm or legal environment a plus

‚ÄčIf you would like to apply for the position, please send your cover letter and resume to kobryon@colevalley.com.