It Customer Support

www.visual-planning.com | sales@stilog.com

Job description

Stilog Inc is a leading IT services and software company, publisher of Visual Planning, a global resources and activities management software.

The company has headquarters in France with offices in the United States as well as partners in other parts of the world.

Visual Planning has gathered over 130,000 users from 5,000+ customer organizations since its launch. The solution is designed to take the pain out of operations management, with a focus on resource availability and allocation, scheduling, forecasting, and project tracking.

In order to support our growth in the US market, we are looking to hire a Customer Support.

Essential Duties & Responsibilities:

• Responsible for Customer Support in their ongoing usage of the software via phone, e-mail, and our ticketing system.
• Receives and manages Customer Support requests, including installation, deployment, upgrade, software errors, functional queries, and configuration updates.
• Works on resolving the request from the time it is reported until it is fixed.
• Tracks the requests from creation to closure in our ticketing system.
• Ensures an efficient escalation of the requests to the relevant team whenever needed (infrastructure engineers, product development) and communicates regular updates to the customer throughout the resolution process.
• Helps to maintain support tools up to date, such as product and support documentation.

Desired Skills & Qualifications:

• Outstanding written and verbal communication skills
• Ability to interact with any level within an organization, from end users to IT managers and C-level
• Strong interpersonal skills and professional demeanor
• Bachelor in computer science + 2 years of experience, preferably in software support
• Fully proficient in MS Excel and word processing tools
• Analytical skill set, problem-solving oriented
• Ability to work independently or within a team
• Knowledge of IT architectures (Network, Client Server Applications, WEB)
• Knowledge of database management systems (MySQL, SQL Server, Oracle, PostGreSQL)
• Knowledge of operating systems (Windows, UNIX)
• Can use support tools such as ticketing, bug tracking, screen sharing, and remote control tools

Benefits:

• 401(k) matching
• Health insurance
• Dental insurance
• Vision insurance
• HSA & FSA
• Paid time off
• Tuition reimbursement

Compensation package:

Salary: $50,000.00 - $60,000.00 per year

• Quarterly bonus

Job Type: Full-time

Pay: $55,000.00 - $60,000.00 per year

Schedule:

• 8 hour shift
• Monday to Friday

Experience:

• IT Customer support: 1 year (Required)

Work Location: Hybrid remote in Hoboken, NJ 07030