Posting 1 of 3
Position Profile: Support Representative
Supervisor: Manager Support and Education
Group: Client Services

DESCRIPTION
A successful candidate in this role is part of a team responsible for fielding calls from customers and working to promptly and accurately address their issues.

The role requires a self-motivated individual with a high degree of passion for learning as well as solving customer's problems. Those holding this job must be committed to follow through and getting problems solved quickly with a high degree of clear communications with the customer. A positive attitude and desire to take care of the customer are integral to success.

CORE RESPONSIBILITIES
Call Handling: Responsible for answering incoming calls in a professional and courteous manner and working with customers to address their service and support needs accurately and as quickly as possible.

Case Administration: Dedicated to using the case management tools to their maximum and ensuring all cases are logged, tracked, updated and closed based on company practices.

Solution Tracking: Become a student of the system and customer problems so a minimum number of issues have to be escalated. Ensure all case solutions are clearly documented and stored in the solution log.

Product Knowledge: Dedicated to learning and advancing product and environment knowledge as well as sharing this information with others.

KEY TRAITS
Customer Focus: The customer is king. This means knowing their needs and managing expectations to ensure both the customer and Autoprise succeed. Ensure the customer has timely, accurate solutions and is communicated with respect and integrity.

Process Focus: Must show an ongoing drive for process and adherence to the company's procedures, understanding the need to do this to properly support the customer and track solutions.

Task Based: Must show a strong sense of deliverables and work with all team members to ensure cases are clearly defined as early as possible with clear outcomes, staff assignments and deadlines.

Calming: Able to communicate professionally and be very articulate with a high degree of confidence. You are able to calm the customer and give them a strong sense of confidence in Autoprise and oneself.

Learner: Show a passion and energy for what you do and embrace learning new things and conveying that information to others or recording it in our Solutions database.

Values: Must embody and uphold our core values:
1. Courageous Explorer
2. Personally responsible for our success
3. Relentless pursuit of excellence.

DESIRED SKILLS
Hardware:

• Comfortable with Windows based computers
• Comfortable with and willing to learn about Configuration and setup of PCs

Operating Systems:

• General use of Windows 98 and up to XP
• Basic understanding of Autoprise software interaction with Servers (NT, Win2K, SBS and back Office -- General working and installation knowledge)
• Key setup and installation information

Software:

• Browser use
• MS Office suite
• Knowledge and interest in accounting is a benefit
• Knowledge of Collision estimating systems a bonus

DAILY TASKS

• Staff the phones
• Promptly answer calls
• Log all calls using standard workflow and documentation rules
• Make outbound calls for addressing cases and log updated notes
• Make outbound calls to survey customer satisfaction
• Close cases as they can be closed
• Work from open case list and work aggressively to get cases closed
• Document solutions and log them in the solutions database when closing

OTHER TERMSSalary: From $25 to 35K

Posting 2 of 3
Position Profile: Intermediate VB / SQL Developer
Supervisor: Director of R&D
Group: Development

DESCRIPTION
Successful candidates will be courageous explorers who will implement innovative solutions to common technology problems. Your friends and colleagues know that you are personally accountable for the team's success and you are respected for your relentless pursuit of excellence in all aspects of your life. You take initiative and clarify ambiguity to meet your objective. A lack of clarity is a challenge, not an obstacle to you. You conduct yourself with honesty and integrity.
The role requires a self-motivated individual with a high degree of passion for learning as well as solving customer's problems. Those holding this job must be committed to follow through and getting problems solved quickly. A positive attitude and desire to take care of the customer are integral to success.

• 3-5 years Software Development experience with Visual Basic
• Computer Science Degree or equivalent experience
• Excellent Verbal and Written Communication Skills
• Honest, mature and enthusiastic team player
• Independent self starter
• Excellent problem solving and analytical skills
• Familiar with all areas of the software development life cycle
• Dedicated to learning and advancing product and environment knowledge as well as sharing this information with others.

Values: Must embody and uphold our core values:
1. Courageous Explorer
2. Personally responsible for the team's success
3. Relentless pursuit of excellence.

TECHNICAL PROFILE

• Required
• VB 6.0
• MS SQL Server (SQL, stored procedures, triggers)
• Crystal Reports
• IIS and ASP development
• Assets
• Installshield
• JavaScript
• HTML, CSS
• XML, XSL
• Delphi
• Accounting experience

DAILY TASKS