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Career Opportunities

Position:
Senior Technical Support Representative

Manager:
Director of Operations and QA

Department:
Technical Support
Quadrant Software prides itself in its diverse working environment, and in fostering a creative and dynamic company culture. As a global company with over 3,500 customers in virtually every industry and of all sizes, our rapid growth now requires us to increase our ranks with extremely qualified people. By joining our team you will be in the leading edge of technology and enjoy all the benefits of working for a fast-paced, high-growth company.

The ideal candidate…. will have a minimum of two (2) to four (4) years experience with help desk and/or technical support for software applications, be highly motivated, willing to go the extra mile to provide excellent customer satisfaction and thrive on solving complex problems.

Senior Technical Support Representative
This is a great opportunity to be a valuable player in an exciting company at the forefront of Paperless Process Management (PPM).  If you have the passion, energy and enthusiasm to work closely with customers on systems ranging from the AS/400 resident applications to Thin/Thick client PC applications, and work directly with Engineers and QA, this is the position for you.  Must have strong hands-on root-cause investigative skills and ability to work in a fast pace environment.

This is a great career opportunity where you will:

• Assist the department in attaining established goals for customer satisfaction and excellent service.
• Respond to customer inquiries (Level 2) by telephone, or using on-line tools, and by mail as quickly as possible.
• Assist Level 1 in taking on issues they cannot handle.
• Provide follow up to Level 1 so they understand the issue and solution.
• React to issues you cannot handle by escalating issues and following up on those issues.
• Communicate with customers and end users to help them understand how to use the product properly.
• Resolve customer issues as effectively and efficiently as possible.
• Handle requests for replacing defective parts or software.
• Assist customers and/or prospects with the installation, tailoring and/or implementing of product.
• Assist in the testing of new products/releases.

To be successful in this position you need:

• To complete our training programs and become a master on our products and services, being able to distill customer problems and pinpoint the exact procedure for solving their issues.
• Working knowledge of IBM System i (iSeries - AS/400) operations
• Proven experience with installation and configuration of PC applications
• Experience working in LAN environments, especially in configuration of software on Novell and/or NT file servers
• Experience working with queries on relational data bases
• Excellent communication skills for phone and on-line interaction, being able to walk customers through technical procedures in a clear and concise manner
• Excellent analytical/problem solving skills and the passion for tackling the unknown
• Strong organizational skills to be able to plan your day and handle your tasks effectively
• Ability to multi-task and work on different problems with different levels of complexity without losing your train of thought
• Ability to anticipate and prevent hot situations
• Ability to properly prioritize problems and move them to the next level of management when necessary
• Ability to be patient with unsophisticated users
• Strong customer service skills
• Capacity to mentor Technical Support Representatives

Qualifications:  Experience/Education:

• Bachelors degree in Computer Science, Engineering, Mathematics or equivalent experience
• A minimum of two (2) to four (4) years help desk and/or technical support experience

Personal Traits:

• High integrity
• Strong interpersonal skills including rapport building, listening, social versatility, courtesy and concern
• Self-motivated and able to thrive in a results-driven environment
• High energy, well-organized, team player
• Personal and professional growth and achievement oriented
• Project a professional image

A career at Quadrant Software will offer you challenging assignments, learning opportunities, competitive pay and a very generous benefits package that includes health, dental, short and long-term disability, PTO, volunteer day, and 401(k).

About Quadrant Software:
Established in 1990, Quadrant Software is the leading provider of Paperless Process Management (PPM) solutions for the System i (iSeries AS/400) and Windows enterprise. Our success can be attributed to the quality and reliability of our software products and the technical expertise of our employees. We provide superior customer service, focus on quality and excellence in everything, and commit ourselves 100% to our responsibilities as an employer and corporate citizen. Quadrant Software prides itself in its diverse working environment, and in fostering a creative and dynamic company culture.

E-Mail your resume:
recruit@quadrantsoftware.com

Fax:
(508)-339-8380

Mail:
Quadrant Software
Human Resources Department
P.O. Box 200
Mansfield, MA 02048

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