U.S. Technical Support/Training Person

A rapidly expanding manufacturer of Home Control and Automation products is seeking a Technical Support/Training person who is professional, energetic, and willing to work in a fast-paced and exciting work environment. This position provides two primary responsibilities: 1) an entry point for all Technical Support issues and 2) an instructor of technical and software training. This position will serve as the escalation point of contact for hardware and software product questions and problems for all first and second level problem calls. It will include both coordinating call notification and reporting and provide detailed problem documentation.

This position will also work with the sales team in a pre-sales role to develop and position our solutions. This aspect of the job will include on-site presentations, on-site coordination of larger deployments, and other meetings with potential customers as needed throughout the sales process. Additionally, this position includes the responsibility for delivering technical and software training to Superna?s Customers in the United States and possibly abroad. As a representative of the Company to customers, vendors and guests, the chosen candidate is expected to portray a positive and professional image of the Company at all times.

Support Responsibilities
Responds to Customer inquiries for assistance in utilizing Superna products
Resolves First level Technical Support questions related to application set up, end-user issues, and overall capabilities of Superna products
Performs first or second level problem determination to identify and isolate failure point including application, hardware, network, training and/or documentation
Ability to manage multiple tasks, work independently, and use sound judgment to accomplish results. The ideal candidate must also have excellent communication skills, time management, planning, scheduling, and coordination skills. Additional responsibilities include maintaining and developing reports for management
May lead projects or team efforts as assigned
Works as part of a high performance support team to ensure that system enhancements and defect corrections work properly and meet the user's requirements
Participates in the development of departmental policies and procedures to increase efficiency of customer issue resolution processes
Assists in user notifications of changes to the application and takes steps to increase the proactive nature of customer communications
Documents all contact with customers. Documents all issue details and findings utilizing tracking system
Provides follow up to ensure that all issues, questions and needs are resolved to the customer’s satisfaction in a timely manner
Maintains familiarity with all company software releases and provides accurate information to users as necessary
Works independently with little supervision; prioritizes project steps, milestones and time requirements to complete projects
Anticipates and identifies issues that may prevent deliverables
Ensures compliance with standards, methodologies, and techniques
Answers customer emergency issues after hours as scheduled
This position has frequent contact with users, peers and managers. May also have contact with other vendors and help-desks
Monitors and enters all incoming issues into the tracking system. This includes monitoring e-mail, fax, phone and web submissions
Creates, maintains and updates knowledgebase documents for the Superna web site and/or serve as a site administrator for one or more of our support forums
Ability to work under pressure, multi-task, meet deadlines and make decisions
Assistance in the creation of training and support tools
Performs on-site training and support for top tier clients
Possible participation in trade shows
Other assignments as may be provided

Training Responsibilities
Delivers software training to Superna customer base in the United States and possibly abroad
Develops and conducts training utilizing Superna's approved curriculum to new and existing customers
Maintains an intimate knowledge of all Superna software versions and future enhancements via product testing, requirements documentation and software documentation
Maintains the highest professional standard when interacting with customers and/or vendors
Communicates tactfully and effectively with customers, potential customers and co-workers
Maintains accurate files of all training related documentation
Assists members of the Engineering Team in analyzing and testing customer issues when appropriate
Completes special projects as assigned
Requires constant high-level contact with Superna's customers as well as peers, supervisors, and managers. These contacts take place in-house, at the customer site, over the telephone, and in writing
Interacts with the Project Management department regarding customer training requirements, scheduling, trouble reporting, and "go-live" events
Interacts with Engineering and QA departments regarding software trouble reporting and new version testing
Assists with the review of documentation upon request
Other assignments as may be provided

Experience
Bachelor's degree and 2-5 years related experience and/or training, or equivalent combination of education and experience
Experience managing and troubleshooting Windows XP and Linux operating systems. Network management and configuration experience a plus
Experience supporting a critical, time sensitive software application is desired
Excellent customer service skills and a proven record of customer service success
Excellent interpersonal skills, customer service skills, problem-solving skills, and written and oral communication skills
Prior experience with training in a professional capacity, relevant hardware, operating systems, networking and applications is highly desirable
The ability to quickly become proficient in these areas is required
The ability to travel is required

Education
High school diploma or general education degree (GED) or equivalent combination of education and experience
BA degree is desired
Microsoft Windows certification current to industry standards highly desired
Microsoft, Cisco, or equivalent Certified Training Certificate being desired

How to Apply
If interested, please send us your current resume to jobs@supernasystems.com. Please provide samples of any reports, analysis, procedure documentation, or training materials that you have developed, if applicable. Compensation includes competitive salary, possible bonus, and benefits. Only resumes that include compensation history and requirements will be considered. Please submit your cover letter and resume with compensation requirements.