Enterprise Software Support and Installation Specialist

Job Summary:
The Enterprise Software Support and Installation Specialist is responsible for the day-to-day support of TEKLYNX enterprise software solutions. Will act as the primary person responsible for upgrading enterprise solution customers to the latest version of their software based on a planned upgrade path and timeline.  Working as a part of the Enterprise Sales Team this person will also work with customer support representatives and technicians to ensure the best customer experience. Other responsibilities and duties are highlighted below.

Job Requirements:  
Must have high technical fluency and be able to adapt knowledge based on the customer’s environment.  Must be technically creative and be able to apply industry best practices to customer problems while leading the customer on best practices in terms of TEKLYNX software installation and meaningful use.
  • BA or BS in Computer Science or Business related field desired. PC Computer literate
  • Fluent in MS Word, Excel, Power Point, Visio, SQL, VM solutions
  • Knowledge of network infrastructure including database applications like SQL, Oracle etc

Essential Duties and Responsibilities:

  • Must be very effective at delivering technical information to all business functions as well as unfavorable feedback to customers and partners if necessary
  • Must be comfortable presenting on webinars and in person (technical product demonstrations and business cases)
  • Excellent written and verbal communication skills
  • Work with the Enterprise Sales Team: conduct product demos, webinars, proofs of concept, creation commercial off the shelf customer requirements documents, assisted installs (Both remote and potentially on-site)
  • Ensuring process discipline throughout our solution selling sales process
  • Recording customer interactions in the CRM system
  • Managing to change requests in the CRD and communicating changes to the appropriate team
  • Ensure all parties have a project plan as to pre-installation, installation, testing, production, and overall review for go live
  • Work closely with Sr. Sales Engineer/Enterprise Product Manager to quickly identify software defects versus customer environmental issues, and will be able to effectively communicate the difference to the customer and if necessary internal teams
  • Participate in product testing
  • Responsible for Enterprise Technical Support, upgrades to enterprise solutions, installations of new sales (as directed by the Sr. Sales Engineer and or Enterprise Product Manager) as well as any customer service oriented interaction for TEKLYNX enterprise solution customers
  • Must be able to apply a methodical approach to solution design and foresee potential issues that may adversely affect the design, implementation, or timeline of a project
  • Ability to quickly assess the support needs of a customer
  • Provide outstanding support
  • Handle complex operations and system/production problems requiring judgment and latitude for independent action
  • Coordinates problem resolution among a variety of organizations i.e. between the client and hardware/software vendors
Interested candidates should submit a completed resume and cover letter to: nick_recht@teklynx.com OR TEKLYNX International; Attn: Nick Recht; 501 W Northshore Dr., Ste. H-380, Glendale WI 53217