Pre Sales Support Analyst Back to Job List

Pre Sales Support Analyst

Listed on: 09/20/2019
Location: Atlanta, GA 30339
Industry: Technical
Salary: 
Description: A well-established technology Company with a benchmark brand in healthcare, wearable technologies, apparel, anthropometrics, human factors, and security sectors and a worldwide customer base is looking to recruit a Pre-Sales Support Analyst to join the team. Now entering a period of extensive growth, the Company has a great opportunity for a self-motivated, detail-oriented individual to take a leadership role in ensuring that the Company’s 3D systems and software continue to be world-class products. contact Beth Rennecker 972-454-4414  beth.rennecker@otstaffing.com Responsibilities and Duties. As a Pre-Sales Support Analyst, this individual will join the Customer Support team as a technical representative to assist customers with technical support and software training. Working closely with customers, re-sellers, and sales prospects, this person will also assist our Sales team in developing electronic pre-sales materials, as well as conducting remote product and software demonstrations. Here is an overview of the general responsibilities and duties for this role: Pre-Sales and Technical Support. Understand and expertly utilize client portfolio of software products Work with potential and current customers and re-sellers to identify the technology needs and benefits for their specific application Do case work-ups of these findings with the client software Present the information in a clear and concise manner back to the customer in written and presentation materials Responsible for the creation and maintenance of technical documentation for client portfolio of software products Train customers and re-sellers online and in person on portfolio of products Work with customers to modify and customize tools within portfolio of software products such as measurement and analysis templates Work closely with Sales team to understand and help communicate functional and technical product benefits to sales prospects and customers Work closely with customers, re-sellers and sales prospects to understand requirements and produce associated support materials Develop and maintain presentation and electronic materials to support Sales activities such as industry speaking engagements, conferences/tradeshows, etc Support and maintain product demonstration facility space, including leading remote product demonstrations and training via webcam. Provide timely and exceptional technical support (issue identification and resolution) remotely to clients and re-sellers for our systems via phone, email, and remote access. Use deductive problem-solving skills to investigate and resolve a broad range of issues and questions each day Analyze each support request for root cause, determine if the issue could be avoided by changes in the system, software or workflow processes; outline change recommendations; submit recommendations to Management for approval. Capture details of each support request in the Company’s ticketing system and document all pertinent end user identification information, including customer company, end user name, contact information, etc. Handle after-hours emergency support calls when needed and provide standby support on a scheduled, rotating basis. Contribute to team success by aiding fellow support representatives for escalated client issues. Record, track, and document the problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution. Prioritize, schedule, and administer all instances where enhancements and defect resolution are required. Remotely perform application updates at the desktop level, including installing and upgrading software, implementing file backups, and configuring. Participate in product planning cycles representing the interests of customers. Customer Installation and Training. Install the Company’s product lines at customer sites within the Americas, Asia, and Australia. Provide customers with training on usage of 3D systems and software either one-on-one end user training online or on-site at the customer location. System Configuration. Configure and test 3D systems prior to shipment including but not limited to assembling, aligning, focusing, testing, packaging, etc. Travel. Possible travel (10% up to 30%) as required Skills Required. Attention to detail is a must Hardware. PC assembly including installing and configuring Microsoft Windows (Certifications are a plus), basic networking, basic electronics and troubleshooting (Certifications are a plus). Photographic. Experience with (or an interest in) photographic equipment is a plus – cameras, flashes, etc. Experience with LED lighting is also a plus. Technical writing background is a plus Operating Systems. Microsoft Windows 7 and 10 (knowledge of Mac and Linux is a plus) Software. Strong skills using Microsoft Word, Excel, Outlook, and PowerPoint. Adobe Photoshop skills required UX/UI or Graphic Design Experience a plus Premiere Pro is a plus Skills using Microsoft Access, and basic CAD tools (such as Blender, AutoCAD, Sketch up, etc.) are a plus Other. Basic XML along with a general understanding of batch scripting is a plus. Excellent written (a must), oral, interpersonal, and phone skills Excellent analytical and problem-solving abilities Ability to effectively prioritize and execute tasks in a high-pressure environment Must work well independently and meet deadlines Very strong customer service orientation Experience with travel outside of the USA Multilingual (Japanese/Chinese/Korean a plus) Qualification: Bachelor's Degree (IT-related field is a plus) or equivalent professional experience required 4 years of technical customer/post sales support experience in the field is requiredPresales support experience desirable not but not mandatory
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