As a member of the RedTail Solutions Operations team, this person will provide first level technical support on RedTail's hosted solution. They will respond to, and work directly with RedTail's customers and resellers to resolve internal processing issues and provide technical support and assistance on RedTail's software applications.

Responsibilities:

• Provide top-notch, front-line customer support on RedTail's internal platform and software applications, responding to contact from RedTail customers and resellers via phone and email, while maintaining RedTail's high customer service levels.
• Work closely with the implementation teams to assist in bringing new customers on-line
• Assist in the ongoing development of RedTail's Customer Support offerings (processes, procedures, systems, etc.)
• Assist in the ongoing augmentation of RedTail's automation platforms and systems in an effort to reduce processing times and improve overall efficiency

• At least 1year of experience in an application/software support role
• Bachelor's degree in Computer Science or related field preferred

• Excellent communication skills (verbal and written)
• Strong customer-facing skills and demonstrated customer focus
• Experience providing direct customer support including problem analysis, issue tracking, escalation and resolution
• Strong troubleshooting and problem-solving abilities
• Ability to work in a fast-paced environment with little direct supervision
• Thorough knowledge of Microsoft operating systems
• Knowledge of various network and internet technologies and communication protocols: TCP/IP, FTP, HTTP, etc.

• Knowledge of EDI and XML standards, mapping and/or associated communication protocols
• Exposure to a major Mid-Market ERP application (Sage MAS 90/200, Microsoft Dynamics GP, etc.)
• Microsoft SQL Server
• Knowledge of Microsoft BizTalk Server
• Knowledge of the processes, practices and terminology of one of the following vertical areas: Retail, Manufacturing, Logistics, etc.