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Online Technical Support Representative-Level I Print E-mail

Description
Saxotech, Inc. with its Worldwide Corporate headquarters on beautiful Harbour Island, downtown Tampa, is a leader in developing and implementing innovative software solutions for the News Publishing Industry. Saxotech's software solutions create immediate business value for publishers by helping them transform the way they plan, edit and publish print and online content.

Join us and be part of a dynamic, growing, privately Danish owned company that values its employees and quality of work life.

We have an immediate opportunity for a Technical Support Representative in our Tampa headquarters. This position is responsible for providing technical support to customers and serving as technical review for both internal Online documentation as well as external tags documentation.

Essential Duties and Responsibilities:

1) Provide technical support to installed customers via the telephone and internet.
2) Become proficient with the SAXOTECH Online (Publicus) product.
3) Become proficient with the internal support systems (IssueTrak)
4) As new features are added, must maintain excellent knowledge of Online product.
5) Will communicate with customers on a regular basis as the assigned Account Representative.
6) Will work directly with Level 2 Support and on occasion directly with Development to effectively communicate and escalate issues to resolution.
7) Will work closely with the Multifilter team on integration issues.
8) Will be accountable for individual metrics such as closed calls, call update time, as well customer satisfaction.
9) Will generate knowledge items for the knowledge tool.
10) Will configure new web sites.
11) Will become knowledgeable of our hosting environment and web and database servers
12) Travel to customer sites on a limited basis
13) Write product or procedure documents as required

Requirements
A.S. in a technical discipline or demonstrated equivalent ability.

1-3 years in a technical support environment. This should include some knowledge of SQL and SQL Server Databases, and good native programming skills in HTML, CSS, JavaScript or VBScript, and experience in web site development.

Networking experience a strong plus.

Excellent interpersonal and communications (oral and written) skills required.

Newspaper experience a plus.