Customer Support Specialist

Position Summary

Investigates and resolves software and hardware problems of computer users at a technical and/or application level.

Essential Duties and Responsibilities

• Answers, evaluates, and prioritizes incoming telephone, voice mail, e-mail, and in-person requests for assistance from customers experiencing problems with hardware, software, networking, and other computer-related technologies.
• Interviews customer to collect information about problem and leads customer through diagnostic procedures to determine source of error or problem.
• Handles problem recognition, research, isolation, resolution and follow-up for routine customer problems; refers more complex problems to supervisor or appropriate specialist.
• Logs and tracks calls using problem management database, and maintains history records and related problem documentation.
• Submits recommendations of hardware and software product enhancements to reduce help line incident rate.
• Documents and consults with software test personnel to explain software errors.
• Performs proactive customer calls.
• Writes or revises technical customer reference manuals and procedures.
• Develops on-line training materials.
• Train customers, as needed, on software and hardware on-site or in classroom.
• Install and maintain support computers, software, and peripheral equipment used in the department.
• Acquire and maintain working knowledge of all supported products as they evolve.
• Become a product specialist on as least one product.
• Perform emergency customer trips as needed.
• Other duties and developmental opportunities as assigned

Education and Training

• Bachelor’s degree in Computer Science or Meteorology preferred
• Computer certifications (Example: MCSE, A+, Network +, etc.) preferred
• Fundamental knowledge of computer hardware and networking protocols

Skills, Experience and Abilities

• Previous experience in a Help Desk environment preferred
• Proficiency with Adobe Photoshop a plus
• Weather Central product knowledge preferred
• Microsoft Office Products experience required
• Self-directed and able to work independently
• Work from written and verbal instructions
• Highly organized and detail oriented
• Ability/desire to work on sometimes tedious tasks
• Excellent verbal and written communication skills
• Comfortable working with variety of people—customer, programmers, sales, product managers

Work Environment and Physical Requirements

• Ability to work holidays, On-Call, and On-Call Backup shift on a rotation basis.
• Fast paced, large, open office environment
• Able to sit for long periods of time and view computer monitor
• Infrequent travel as needed to meet customer emergencies

 

What's it like to be part of the Weather Central Team? Here's what Wes thinks. . .
"Weather Central excites me because we're focused on delivering cutting edge, public-consumer facing,world class software on many currently relevant platforms. This is not your typical data-processing or programming role. We are creating visually appealing mobile apps, tablet apps, connected TV apps, and web browser apps that attract over 30 million page views per month! Like a diamond in the rough, gigs like this are hard to find here in the mid-west; working here is fun!"

About Weather Central
Weather Central has redefined broadcast and media communications with industry leading visualization software, proprietary data, interactive web applications and patented technologies. Weather Central solutions are viewed throughout the world, on screens of every size, by anyone accessing weather, news, traffic, and sports information. Take a look at our website at www.wxc.com for more information about the company.

The company enjoys a great casual work environment, offers an excellent compensation and benefits package, and the opportunity to be a part of a highly skilled, motivated, and talented team. We are an equal opportunity employer and value the diversity of all our employees.

To Apply:
Please, email your resume, cover letter, salary expectations to jobs@wxc.com. Please, put code: CSS- 25 in the subject line.

Weather Central, LP
401 Charmany Drive
Madison, Wisconsin 53719

Weather Central LP., founded in 1974 by broadcasters and meteorologists, is the leader in providing professional on-air, online, and print weather systems and forecasting utilizing dynamic weather graphics, precise forecast models and data, and patented technology. More than 500 customers worldwide enjoy the benefits of Weather Central’s attention to detail and insight about serving their total weather graphics needs. Products and services available from Weather Central, and its affiliated companies - MyWeather and WCInteractive - are: :LIVE™ , NBC Weather Plus, and 3D:LIVE™ weather presentation systems, ESP:LIVE™ Exclusive Storm Prediction system, A.D.O.N.I.S. FutureCast® and A.D.O.N.I.S. MicroCast® proprietary forecast models, MetroVision™ forecast visualization tool, WxWarn2™ severe weather crawl system, Personal Microcast and Live Online individualized, online weather information and forecast products, and ScreenWRITER® and SportsWRITER® interactive news and sports presentation systems.  An equal opportunity employer.