Software Support Consultant

Summary:  Provides customer support for CPASS North American clients as well as Patent Research North American Clients.  

Essential Duties and Responsibilities include the following. Other duties may be assigned.

Answers, evaluates and prioritizes software service requests that are received from clients via email, phone, and/or web to ensure proper performance and functionality.

Ensures timely resolution and referral of user problems by documenting the impact to the user and by assigning an appropriate priority and resolution goal.

Logs and tracks calls using problem management database, and maintains history records and related problem documentation.

Maintains a resolution time in line with contracted service level obligations.

Analyzes and correct problems using documented procedures, available tools, and personal knowledge and skills.

Performs diagnostics to isolate and determine cause of software performance problems and malfunctions.

Proactively identifies trends based on customer inquiries.

Provides support to the Sales Team when required. 

Education and/or Experience:  Bachelors degree preferred; or 2-4 years related experience and/or training; or equivalent combination of education and experience.

Experience in Intellectual Property, from patent searching to docketing, is preferred.

Computer Skills:  To perform this job successfully, an individual should have knowledge of Word Processing software; Spreadsheet software; Design software; Internet software; Database software; Experience with Oracle is desired. 

The following qualifications are not required but are recommended:

Applications

·         Microsoft Sharepoint

·         Salesforce.com

Database

·         MS SQL Server Knowledge/Oracle Knowledge