The position is for the ongoing post sale support of clients upon successful completion of technical implementation. The Technical Support team maintains existing infrastructure and assists clients in developing/expanding their systems through the life-cycle of their Billback product. Billback has a stellar reputation for customer support worldwide and this position will require excellent problem solving, communication, and interpersonal skills. In addition the candidate will need to be able to work in a global team environment and possess /develop strong technical skills in the Billback systems as described below.
1. Provide technical support to clients2. Manage support issues from initiation to closure
3. Consulting with technical implementation and development staff to find and implement resolutions to customer problems.
4. Working with the development team on issues using internal systems and attending meetings as required.
5. Upgrading client systems to latest versions including
a. Completing software upgrades remotely
b. Completing change control documentation to client requirements
c. Coordinating with clients to assist them in completing software upgrades
6. Delivering software configuration changes that meet client specifications
7. Documentation to company standards
8. Contribution to (and use of) internal knowledge systems
9. Using issue logging systems diligently as required
10. Suggesting new product and/or billable consultation to clients where appropriate
11. Develop relationships with clients and third party vendors.
12. Involvement in internal Billback Projects to aid the development of the business and improve process efficiencies.
1. A degree in computer science or certificate qualifications with appropriate experience
2. 2-4 years industry experience in a technology role.
3. Proven track record in client/server and web based development environments.
4. Proven track record in established support environment.
5. Experience in business process and supporting administration systems.
6. MS Windows Server, all current supported versions, expertise
7. MS Windows workstation, all current supported versions, experience
8. Microsoft SQL Server Databases and SQL language
9. Web Server experience
10 Strong TCP/IP Network Understanding
11. Serial Communications Understanding
12. Ability to see projects to completion
13. Detail Oriented
14. Ability to handle several tasks simultaneously
1. Flexibility of work hours on a scheduled basis (8-5 M-F or 11-8 M-F)
2. Working on site with clients including domestic and occasional international travel
3. Travel will be <20% of the time
1. Understanding of common programming languages, including C++, Java, VBA.
2. Microsoft qualifications
3. Cisco qualifications
4. Server or PC architecture build and deployment.
5. Involvement in Standard Operating Environment (SOE) build, test, deployment.
6. Citrix or Terminal Services experience.
7. Understanding of the Legal Marketplace
8. Foreign language skills (Spanish or French)
Billback Systems does not pay for relocation expenses for this position but does offer a generous benefits package including Health/Dental/Investment/Vacation.
