Customer Support Specialist

Department:    Customer Support
Position:      Customer Support Specialist
Reports To:    Customer Support Supervisor

SUMMARY:
Radixx International is looking for a Customer Support Specialist with a minimum of 2-3 years of software troubleshooting experience. This position is responsible for identifying enhancements, software defects and training issues pertaining to Radixx’ Airline Reservation System as reported by Radixx customers.

REQUIREMENTS:

• Software troubleshooting experience relating to Microsoft.Net, Citrix, Cognos, VB, and other GUI based platforms
• Experience with CRS’ and GDS’ as well as working knowledge of airline concepts and business operations
• PC Experience working with Microsoft Office 2003 and above (Outlook, Excel, Word, PowerPoint), Windows operating system 2003 and above, Windows Vista, SnagIt, Skype, Join.me) customer incident tracking systems
• Experience using Internet Explorer and Mozilla Firefox
• Commitment to customer satisfaction
• Ability to work in a high pressure, demanding environment
• Must demonstrate the ability to research and resolve customers reservation system issues independently, without continuous assistance from others
• Ability to multitask and prioritize work items for individual and within the team
• Excellent verbal/written communication and presentation skills
• Strong analytical and technical problem solving skills
• Self-motivated and resourceful
• Commitment to quality and innovation in a fast-changing team environment
• Four year degree or equivalent experience.

RESPONSIBILITIES:

• Provide first level customer support
• Troubleshoot and resolve reported product problems
• Validate and replicate incoming cases and issues
• Provide timely feedback to customers on the status of their reported issues
• Record all incoming support calls and emails into the corporate tracking system
• Diagnose customer training needs and provide timely on the job training assistance via shadow training
• Maintain comprehensive knowledge of all products that Radixx offers to clients
• Test new software releases and validate product documentation
• Additional duties as assigned

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