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mumms is focused on building a world-class team that is passionate about the mission of hospice and committed to making a difference through our software. We strive to reward excellence and create a fun and collaborative work environment. Our very competitive compensation and benefits packages have put us third on New Orleans City Businesses Best Places to Work.

Our benefits package includes

  • Medical, vision and dental insurance
  • 401k
  • Short & long term disability
  • Life insurance
  • A generous incentive plan
  • Paid time off
  • Catered lunches
  • Company Outings
  • On-call life coach

  • Reports to: Director of Customer Support
  • Location:  Corporate Office
  • Status:  Full Time – Non-Exempt
  • Must have authorization to work in the U.S. without visa sponsorship 

Provides customer service and support to clients. Uses technical skills to resolve matters.   

Advancement and growth opportunities available!

Core Responsibilities:

  • Provide first level contact and convey resolutions to customer issues
  • Track, route and redirect problems to correct resources
  • Update customer data and produce activity reports
  • Walk customers through problem solving processes
  • Follow up with customers, provide feedback and see problems through to resolution
  • Ensure proper recording, documentation and closure
  • Recommend procedure modifications or improvements
  • Preserve and grow knowledge of procedures, products and services
  • Any other job duties as requested by manager/supervisor.

Key Competencies / Required Skills:

Customer Support

  • Excellent customer service skills
  • Strong written and verbal communication
  • Strong initiative and problem solving skills
  • Effective time management to meet client and project demands
  • High level organizational skills and ability to follow processes

Technical

  • Ability to learn and use new software systems
  • Intermediate to advanced computer skills (Word, Excel, Windows)
  • Good typing and data entry skills
  • Must possess the following knowledge with respect to each of these operating systems: Windows XP, Windows Vista, Windows 7, Mac OS X
    • Thorough understanding of the file system
    • Ability to use a standard text editor to edit files
    • Monitor, manage, and troubleshoot access to files and folders
    • Configure access permission for folders
    • Troubleshoot and interpret Access Denied messages
    • Answer end-user questions related to printing locally
    • Troubleshoot security settings
    • Monitor and analyze system performance

Preferred Technical Skills:

  • Mac experience
  • Knowledge of Jira, KB Manager Pro and LogMeIn Rescue
  • Experience using remote support tools, including helpdesk, knowledge base and remote control software
  • Command line basic commands
  • Good knowledge of the Linux operating system, including:
    • Ability to navigate a linux file system
    • Ability to use a linux text editor
    • Knowledge of basic unix commands including, but not limited to Tutorials 1 - 6 at http://www.ee.surrey.ac.uk/Teaching/Unix/
    • Experience with wildcards, redirection, pipes, regular expressions, find, grep, sed and awk a definite plus
  • Good knowledge of XML and the ability to edit XML using a text editor
  • Basic knowledge of SQL
  • Past programming and/or web development using any of HTML, Javascript, CSS, Perl, SQL, XML, XSLT, Xpath, C/C++, or Java a plus
  • Excellent diagnostic capabilities

 

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