IBS Support Specialist

Location: 
Nationwide
Department: 
Business System Support
Summary: 

Provide software support and problem resolution to all users of the Idealease Business System; troubleshoot and resolve a wide range of technical and software-related problems; diagnosis and guide users through step-by-step solutions; clearly communicate technical solutions in a user-friendly, professional manner; document problems and resolutions; provide end-user training as needed and perform other related work as required.

Responsibilities: 
  • Responsible for providing technical support to customers via phone, email and by remote log-in
  • Diagnose technical or software issues and advise user on appropriate action to resolve
  • Research questions using available information resources
  • Identify and escalate situations requiring urgent attention
  • Assist with providing quality assurance testing on all enhancements to the system
  • Create and maintain custom reports as needed
  • Display initiative
  • Stay current with system information, changes and updates
  • Follow procedures on logging and documenting appropriate customer interactions
  • Remain organized in a fast-paced regularly changing environment
Skills: 
  • Excellent written and verbal communication skills
  • Strong analytical skills and demonstrated ability to problem-solve
  • Detail-oriented and possess a strong, results-oriented work ethic
  • Ability to prioritize and manage multiple tasks simultaneously
  • Excellent listening skills
  • Strong attention to detail
  • Ability to learn quickly
  • Stress tolerance
  • Self motivated
Experience: 
  • Associate degree or equivalent experience
  • One year providing end-user support for current PC desktop and application software
  • A basic understanding of general accounting/bookkeeping processes
  • Working knowledge of Microsoft Office including Word, Excel and Outlook
  • Knowledge of database technology
  • Knowledge of Crystal Reports