Provides first level technical support for diagnosing, reproducing, and resolving software and hardware Client reported issues. Serve as primary support liaison between company and client. For more complex issues, escalates cases to appropriate Client Services Technical Support Engineer. Conveys client feedback to product development and engineering staff. Possesses knowledge of companys products and other applications used by clients. Position operates under general supervision as directed by the Product Team Lead and reports to the Client Services Manager. Typically requires one to three years of client applications technical support experience.

Essential Duties and Responsibilities

• Resolve customer problems via the telephone, E-mail, or remote access such as Citrix GoToAssist or VPN connections
• Possesses thorough knowledge of company’s products and other applications used by clients
• Responsible for addressing client technical issues through the use of technical expertise, knowledge base, and tools which provide for the client's success
• Will initiate, track, and resolve Clients technical issues and address them immediately or escalate the case to the appropriate level of support
• Responsible for assigned cases including escalation and final resolution
• Update case tracking database (currently CRM) to ensure that all client activities are documented, events are factual, information is correct, and that the data is maintained consistently
• Responsible for any additional follow-up, testing, and troubleshooting of assigned cases
• Responsible to notify Team Lead concerns pertaining to CASES that may fall out of established resolution guidelines
• Will partner with other technical support staff members in support of various processes of the case management cycle and other functions that may be assigned
• Keeps client informed of how and when problems are resolved
• Responsible for appropriate referral to other support and quality assurance areas such as engineering and product management
• Review and provide feedback on product documentation such as RDDs, FSDs, etc.
• Promotes and maintains a high quality, professional, service oriented company image

Essential Education, Skills, Environment

Education and Work Experience

Candidate should possess Associates degree or Bachelors degree in Computer Science, Computer Engineering (or related field) or equivalent work experience. Prefer exposure to or experience with SQL Servers and databases, O/S system administration knowledge. Typically requires one to three years of client applications support experience.

Specialized Knowledge and Skills

Position requires product knowledge (understanding data entry procedures, setup & functionality of interfaces) of at least one core product from VisionAIR Public Safety Software Suite or other technical certifications such as (but not limited to) A+, MCP, MCSA, MCSE, MCDBA, CCNA and Citrix MetaFrame certifications. Prior technical support experience preferred. Candidate must possess the ability to handle multiple tasks concurrently, prioritizing and accurately completing them in a timely fashion in a potentially stressful environment. Demonstrated ability to resolve general application problems via telephone support. Strong written, verbal, interpersonal and communications skills. Candidate should be self-motivated, customer oriented, resourceful, enthusiastic and welcome a challenge. Candidate must be a good listener, a problem solver, and able to generalize and handle ambiguity. Candidate's interpersonal skills include the ability to work well and contribute in a team oriented environment, adaptive, personable, self confidence and the ability to manage stress.

Equipment and Applications

PC and related software applications, Microsoft database applications and operating systems. Heavy telephone usage required. Networking experience preferred.

Work Environment and Physical Demands







The VisionAIR Client Service Team is a 7x24x365 technical support center. Flexibility to work some nights, weekends and holidays is a requirement of the position. This position may also be asked to carry a pager. General office environment. Moderate levels of stress may occur. Occasional travel is required.

Applicants may send a cover letter and resume to: HR_Dept@TriTech.com or fax: 858-799-7014.



**Please note that we will only be able to respond to qualified candidates. All resumes will be reviewed with respect to the position requirements. Appropriate resumes will be forwarded to the hiring manager for further review and you will be contacted directly if an appropriate match is determined.

Thank you for your interest in employment opportunities with TriTech Software Systems.

Equal Employment Opportunity/Affirmative Action Employer: M/F/D/V