Open Position

Customer Support Technician

Job description:

Imaging Solutions, Inc. is seeking to hire a Customer Support Technician who will be responsible for supporting Enterprise Content Management and document imaging systems.  This individual will be responsible for providing system problem resolution support to internal and external users including troubleshooting, problem research and resolution, assisting with the execution of system conversions and upgrades, and with the evaluation and identification of hardware, software, and training needs.

Candidate must work in our Wallingford , CT office.  Occasional travel is required.

Essential Duties and Responsibilities:

• Answer phone and email questions from customers.
• Categorize priority level of support issues accurately based on problem and importance perceived by customer.
• Confirm issues and determine resolutions, independently or with support of operations staff and/or vendor support team.
• Remotely check client’s server logs and analyze for errors or problems.
• Update call tracking system and knowledge base.
• Install, test and implement new versions of operating systems, server and application software.
• Ensure system backup and disaster recovery procedures are implemented and performed.

Skills and Work Experience:

• Excellent communication skills, both verbal and written.  Good, calm phone demeanor.
• Excellent analytical and problem solving skills.
• Ability to develop good customer relationships.
• Ability to learn new software applications.
• Attention to detail and accuracy essential.
• Ability to perform with minimum level of supervision.
• Database knowledge (SQL Server, Oracle or Sybase).
• Experience with Microsoft operating systems and Microsoft Office.
• Experience with Web Services or IIS.
• Knowledge of HTML, VB Script, and ASP is helpful.
• Knowledge of the Microsoft .NET framework is helpful.
• Understanding of document scanning and indexing functions would be helpful.
• Experience with Content Management/Workflow/COLD/Capture software from vendors such as Documentum, Hyland, Kofax, Captiva and/or AnyDoc Software is a definite plus.
• CompTIA CDIA+ (Certified Document Imaging Architect) Certification, the industry standard for validating document imaging and management skills, would be a plus.
• Experience administering client and network operating systems including network security, backup and recovery procedures would be helpful.
• High School diploma or equivalent at minimum.  College degree is helpful, but not required, depending on experience and certifications.

No relocation expenses will be paid.

Candidate must currently have authorization to work in the United States .

EOE.  No recruiters please.

Submit your resume and cover letter to hr@imagingsolutions.com and put Customer Support Technician in the Subject line.

For more information about Imaging Solutions, visit www.imagingsolutions.com.