Company:

Centage Corporation is the world leader in automated budgeting and planning software solutions for small to medium-sized organizations. Since 2001, thousands of managers at all levels have utilized the Budget Maestro family of solutions to streamline their budgeting, forecasting, financial consolidation, performance analysis, and reporting processes. Centage Corporation is headquartered in Natick, MA.

We offer a high energy, team-oriented work environment with the opportunity to be a significant contributor in an entrepreneurial environment. 

Position:

This position will be a key member of the Technical Support team. The key components of this role are the ability to isolate, troubleshoot, and debug complex customer product issues. Excellent verbal and written communication skills are demanded as well as the ability to exhibit a high level of comfort while interfacing directly with technical and non-technical customers.

Responsibilities: 

• Respond to support requests from customers and prospects via telephone and email. Responsibilities include logging, tracking and closing incoming support requests.
• Troubleshoot and recommend technical solutions for customer issues related to software setup and configuration.
• Research and provide solutions for issues related to software errors.
• Collaborate extensively with peers and management to resolve client issues while actively contributing to a growing knowledge network that improves the effectiveness of our team and the information available to our clients.
• Prioritize numerous issues of varying severity, and effectively manage the resolution of all issues within accepted service levels. This includes ownership of the data entered into the Helpdesk system and appropriately updating both client and appropriate employees of status of all issues on a timely basis.
• Contributing to the planning of new features and defect fixes in upcoming releases.
• Maintain proper documentation relative to Technical best practices, guidelines for standard procedures, check-lists and so on.
• Provide IT support for local and remote office employees.

Requirements: 

• BS in a Technical Discipline or related work experience.
• 3+ years of customer-facing technical work experience.
• Experience supporting Microsoft SQL Server-based software applications:
  • Connectivity issues
  • Security issues
  • Database management issues
• Solid understanding of Windows system and network administration.
• Analytical, problem-solving and strong written and verbal communication skills.
• Exceptional time management and interpersonal skills.
• Experience in a self-directed work environment.
• Experience supporting ERP and Accounting business applications a plus.
• Spanish fluency is a plus.