Basic Purpose:
This individual will be responsible for troubleshooting and developing technical solutions related to GiftWorks software, as well as resolution of installation and set-up errors encountered by customers.

Essential Duties and Responsibilities:

• Answers software support questions, and works closely with the rest of the support team to resolve issues quickly and efficiently; works with internal resources to resolve issues that are beyond the scope or experience of this position.
• Create workaround procedures and custom scripts when standard procedures have failed.
• Fields escalations from front line customer services representatives as needed.
• Stays abreast of all Giftworks applications, and has a detailed knowledge of GiftWorks.
• Understands customer needs and how best to meet them.
• Ensures high level of customer satisfaction, client relations, and quality standards.
• Complies with all policies, procedures, standards and systems for the Customer Service division, and relies on experience and judgment to plan and accomplish goals.
• Assists in training new customer service reps.
• Coordinates multiple priorities and demonstrates initiative in completing projects.
• Assists in implementing strategies to improve quality, productivity and profitability of the department.
• May participate in research and development initiatives.
• Other duties as assigned.

Essential Skills, Knowledge, and Experience:

• Characteristics of the individual holding this challenging and multi-tasking position include maturity, self-confidence, attention to detail, strong oral and written communication skills, creativity, patience, friendliness and demonstrable experience in the individual’s chosen area of expertise.
• 2-4 years of experience in the field or in a related area is required.
• In-depth knowledge of Visual Basic 6.0, VBScript, XML, HTML, and Microsoft Access.
• Experience with Network set-up and troubleshooting, relational databases, operating system and software conflicts troubleshooting.
• Bachelor’s degree in computer science preferred.
• Experience with Installshield and C++ desired.
• Strong analytical and PC skills (including Microsoft office products and the internet).
• Strong time management skills required.
• Good listening and interpersonal skills; ability to relate well to others and understand their needs and concerns.
• Works well independently, and/or with minimal supervision, but also is a team player.
• Willingness and ability to improve processes – self-starter.
• Fast and motivated learner – needs to get up-to-speed on GiftWorks application within one month.

Physical demands and work environment:
The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Physical Demands: While performing the duties of this job, the employee is occasionally required to walk, sit and/or stand for long periods of time (more than 4 hours in a day); use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; balance; stoop; talk and hear. The employee must occasionally lift and/or move up to 15 pounds (assistance can be provided if employer is notified). Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus. Must have clear and understandable speech.
• Work environment: The noise level in the work environment is usually minimal.

Please email resume and salary requirements to jobs@missionresearch.com.
No phone calls, please.