Intern - Support Specialist Partner Software - Athens, GA
Partner Software, Inc. is a software development company that provides map-based software solutions to the utility industry. We strive to create effective, user-friendly products that reduce the time and cost of operations for our clients. In this manner, our software touches millions of lives every day.
Our Client Support team is seeking an Intern Support Specialist who will provide Tier One software support services for all Partner products to Partner customers and generate revenue and customer satisfaction by installing and configuring Partner products pursuant to Purchase Orders, providing consulting and configuration services pursuant to Service Orders, and providing training to Partner customers on the proper use of Partner products.
What your impact will be:
Insert tabular data into SQL database to populate our CRM system.
Assist in migrating documentation to the client knowledge base.
Take support-related telephone calls.
Create support tickets in the ticketing system with a goal of accurate documentation.
Follow tier one support tasks through to completion and document services provided, increasing the knowledge base for all support.
Collaborate with other members of support on assessing training needs for tier one support positions
Installing, configuring, and upgrading Partner products pursuant to Purchase Orders.
Providing consulting services and custom scripting pursuant to Service Orders.
Provide training to end-users on proper deployment, use, and maintenance of Partner products.
Communicate effectively with customers regarding scope and timing of installation, training, and other services.
Effectively managing a queue of assigned production tasks.
Documenting all services provided to customers and moving completed projects into billing.
Providing feedback to the management team regarding customer requirements and expectations.
Reporting bugs and other technical issues with Partner's products through appropriate channels and mechanisms (e.g., Jira, Team Support).
In conjunction with the Support Department, providing Second and Third Tier support to Partner customers.
Ability to travel in North America up to 50% of the time is a must (when it is safe and appropriate).
What we are looking for:
Demonstrated track record of working effectively within a collaborative and cohesive, team based environment
Excellent verbal and written communication skills
Outstanding customer service and organizational skills
Exceptional analytical, troubleshooting and problem solving skills
Positive, results oriented mindset
Ability to multi-task effectively and to consistently meet assigned deadlines
Self starter with the ability to work well independently and in groups
Advanced computer literacy including knowledge of Microsoft Office Products and SQL is desired.
High level of initiative, aptitude and energy in order to succeed in a fast-paced environment
A positive attitude coupled with both the ability and willingness to learn.
University degree or technical college degree in computer sciences, software engineering, software development or related field.
Software experience in at least one of JAVA, SQL, web services.
Strong analytical problem solving skills. Must be able to analyze information to make independent decisions quickly and effectively.
Excellent client communication skills. Ability to manage and shape customer expectations
What will help you stand out:
Experience delivering software solutions and/or services to the electric/water/gas utility industry and/or smart grid experience.
Knowledge of Apache, PHP, MySQL configuration and troubleshooting.
Familiarity and experience in a Support Services environment.
Ability to work on multiple initiatives simultaneously while working independently, being flexible, and being a self-motivated team player.
High level of initiative and energy in a fast-paced team environment.
Passion for the Customer and for delivering high quality work.
What we offer:
Opportunities for growth
Rewarding and flexible work environment
The above statements are intended to describe the general nature and level of work performed by people assigned to this position. They are not intended to be construed as an exhaustive list of all job duties performed by the personnel so classified.
Management reserves the right to revise duties at any time. This is an “at will” position. All work done for or on behalf of Partner is considered “work for hire” and intellectual property rights generated belong to Partner Software, Inc.
