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Technical Analyst

We have an excellent employment opportunity for an experienced Technical Analyst to work out of our Cornelius, NC corporate office, which is located near beautiful Lake Norman. This is an exciting opportunity to work with a growing business and learn how competitive leading edge application software makes a difference in the commercial real estate industry.

Summary of Responsibilities:

Provides technical expertise to clients by responding to inquires on functionality and usage of product via the phone and/or Internet. Serves as a technical support liaison between AMTdirect personnel and the client. Conveys client feed-back to product development staff. Works with business analysts to create, develop and enhance system functionality.

Primary Responsiblities

Provides support and technical expertise through the administration, escalation and/or resolution of any software problems that impacts the user’s experience with AMTdirect via instant chat, e-mail and phone on all features of AMTdirect, including:individual modules, accessibility, personal computer (PC) issues related to initial activation, set-up for use of the application including issues concerning Printable Document Formats (PDF’s), etc.
Is able to explain concepts and technical information to unskilled computer users. Is willing to go above and beyond to satisfy and assist clients.
Determines if the inquiry is a user error or system bug. Is a self-motivated “detective” and possesses the ability to seek out information and answers when not readily available.
Logs all questions, bug issues and customization requests into CRM application, and notifies Professional Services Group (PSG) or Information Technology (IT) staff for resolution or development. Assists programmer analysts in troubleshooting the nature of any bugs or errors with the system.
Tracks and up-dates all cases in CRM application, and ensures that all bugs and customizations are addressed in a timely manner. Communicates regularly with clients during the course of their case.
Identifies on-going issues with specific clients and communicates these issues the appropriate personnel for resolution.
Takes customization request(s) from clients. Sends the request requests to Client Team Lead(s) for evaluation and quote.
Facilitates the weekly ticket meetings to discuss the status of any outstanding Issues; gives input on priorities for bugs; and helps identify potential themes in the issues identified.
Provides after hours expertise via on-call system.
Updates support and training materials (with Software Training Manager) to reflect changes in the system functionality. Ensures the on-line support guides are up to date and accurate.
Receives feedback from clients and works with the Client Success Manager to create user groups.
Identifies client training needs and refers to the Client Success Manager or Client Team lead to schedule training sessions.

Qualifications

MINIMUN: An undergraduate degree from an accredited college or university in accounting, business administration, computer science, finance or related field; three-to-five years property management accounting, lease administration or real estate industry experience; three-to-five years of experience in a client/customer-service/help desk work environment; a combination of education and work experience may be considered.

Computer/Technical Skills

Technically proficient; adept in learning new software environments; proficient in Microsoft Office particularly Excel; good typing skills.

The Ideal AMTdirect candidate will also:

Possess a professional, helpful attitude at all times; demonstrate strong interpersonal skills and effective telephone etiquette
Be able to provide follow-up to users to maintain positive user perspective; demonstrate strong analytical and problem solving skills
Have strong information technology/computer skills – MRI, YARDI, AMTdirect or Accruent (or other accounting or real estate application software experience) knowledge a strong plus
Have excellent verbal and written communication skills, as well as excellent listening skills
Be able to communicate with various levels of technical expertise
Be able to effectively handle details in an organized and dead-line driven environment
Be a confident self-starter who possesses an analytical and inquisitive mind-set and is motivated by client satisfaction
Understand the various work styles of others, and their roles on the team
Demonstrate enthusiasm and commitment to the goals and objectives of the team; seek assistance from other members
Make and keep commitments/confidences; demonstrate a good work ethic
Be detailed oriented, with a focus on client success; is able to prioritize and plan work activities, use time efficiently and develop realistic action plans

Work Environment

Open, energetic and up-beat office setting.

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