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Level 1 Technical Support Manager

Position Summary:

This position provides team leadership and oversight to the Learning and Development e-learning Level 1 Technical Support team which encompasses the Level 1 support staff in PI/VB. His/her responsibilities include ensuring all staff members are well versed in all product functionality, site administration and advanced debugging/testing techniques. In addition, this resource will coordinate the escalation process between Level 1 to Level 2, establish and monitor team member adherence to SLA’s (service level agreements), coordinate the escalation process between Level 1 to Level 2 and load balance work across all shifts.

Key Responsibilities:

  • Day-to day management of Level 1 Technical Support Representatives and international equivalents
  • Ability to perform high level troubleshooting of web based applications and escalates as appropriate
  • Ability to provide a structured approach for team members to set priorities and manage their work load and keep Clients informed of problem resolution status
  • Ability to establish and implement procedure changes to continually improve problem resolution
  • Facilitate customer resolution for escalated incidents and engage the necessary stakeholders
  • Recommend tools, training,  processes and employee engagement in support and deployment activities
  • Escalate employee issues to management appropriately
  • Ability to hire, plan and organize training on policies and procedures for new Level 1 resources
  • Establish and monitor team metrics
  • Conduct performance appraisals for Level 1 Technical Support Team members

Education/Experience:

  • Degree / College Graduate of Information Technology, Computer Science or any related course
  • Demonstrated success where personal results and accountability are evident
  • Experience working for a fast-paced company in the private sector
  • Highly proficient in Microsoft Office (Word, Excel, Outlook, PowerPoint)

Competency and Skills:
Business Development

  • Ability to present ideas in user-friendly language
  • Strong customer service orientation
  • Capacity to get up-to-speed quickly
  • Adaptable and flexible

Professional:

  • Good written and oral communication skills
  • Good interpersonal skills
  • Analytical and problem-solving abilities
  • Ability to effectively prioritize and execute tasks in a high-pressure environment
  • Ability to prioritize and execute tasks
  • Strong analytical and problem-solving abilities
  • Demonstrate leadership abilities and be achievement oriented

Technical/Functional Competencies:

  • Experience leading and training technical personnel and teams
  • Strong technical documentation skills
  • Some travel, possibly International, may be required

Level 1 Technical Support Analyst

Position Summary:

This person(s) supports the DuPont LMS and other software products for clients and employees via the phone, email and shared desktop technology. They are responsible for trouble shooting, debugging/testing of the application as well as the client’s hardware and software configuration. All issues are documented via an incident in Learning and Development’s CRM. They are responsible for timely resolution of issues or escalation to the Level 2 team and take primary responsibility for keeping the client and incident up-to-date. They are also responsible for routine hosted site setups and renewals and related communications.

Key Responsibilities:

  • Identify a reported customer problem and investigate for a cause and/or solution
  • In-depth knowledge of the DuPont Sustainable Solutions Learning and Development’s Learning Management System and other software products
  • Verify and resolve customer reported problems or escalate as appropriate
  • Maintain contact with the customer or Level 2 staff to ensure they know the status and are informed of our progress in solving their problems
  • Provide clients with a professional, courteous experience

Education/Experience:

  • Two-year technical or college degree, minimum
  • Past experience with learning management systems or application support desired

Competency and Skills:
Business Development

  • Strong customer communication skills and customer service orientation

Professional:

  • Ability to prioritize and execute tasks
  • Strong analytical and problem-solving abilities
  • Good verbal and written communication skills

Technical/Functional Competencies:

  • Working knowledge of SQL researching data inquiries
  • Prior programming experience in web solutions that employ .NET. ASP. ASP.NET and MS-SQL
  • Working technical knowledge of Microsoft operating systems and file structure
  • Exposure to Salesforce.com helpful