Product Support/Help Desk

Dice is the leading career destination for tech experts at every stage of their careers. Our client, Trail Blazer Consulting LLC, is seeking the following. Apply via Dice today! Role: Product Support/Help Desk Work Authorization: Permanent Residents Location: Texas Schedule: Remote Interview Mode: Virtual Duration: 6+ Months Contract Experience Required: 7+ yearsSALARY COMPENSATION: $32/hr C2C or $25/hr W2Additional Info:Title is Product Support/Help Desk(5-7 years required) so its like a Help Desk, you'll be providing support on the smooth operation of CRM and their help desk softwareSend resume and LinkedIn and also filled out form - years, and 3 references - name, title, company, phone, emailJob Description MUST HAVE 5-7 years Required - Product Support 4 years Required - Using Atlassian Jira Products (Service Desk and Software) 4 years Required - User Testing of software releases 2 Years Preferred- Using Zendesk Help Desk 2 years Preferred - Using MS Modern Requirements

• 5-7 years of experience in the field or in a related area. Familiar with standard concepts, practices, and procedures within a particular field. Relies on limited experience and judgment to plan and accomplish goals. A certain degree of creativity and latitude is required. Works under limited supervision with considerable latitude for the use of initiative and independent judgment.
• This Support and User Testing Analyst will be responsible for providing first-line support to users experiencing issues with the CRM or Help Desk systems, troubleshooting problems, and ensuring the smooth operation of the CRM and Help Desk software. This analyst will also develop, and conduct training programs tailored to all levels of CRM and Help Desk users, from beginners to advanced users, to enhance their understanding and efficient use of the systems.
• This position works under limited supervision with considerable latitude for the use of initiative and independent judgment and reports directly to the CRM Director in the Customer Relationship Management & Data Standards Department of the Office of Information Technology.
• Develops, monitors, maintains, and delivers communication for the CRM and client's Help Desk product teams; helps team lead coordinate activities with multiple stakeholders influencing the development of the CRM and Help Desk applications; contributes to and uses knowledge base articles
• Monitors, reviews, and resolves Customer Relationship Management (CRM) and Help Desk software support incidents at an experienced level, ensuring quality analysis, customer satisfaction, and satisfying SLAs; ability to write, edit, and review support operating procedures and ticket responses
• Monitors, reviews, and completes software User Acceptance Testing (UAT) for all CRM and Help Desk products; ensures all issues and enhancement requests are updated accurately and timely