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Description
We Mission Research is an innovative software and usability research company dedicated to building simple, powerful, high-quality software. Our technology platform is unique--something we call The Hybrid Web, which boasts the power and safety of desktop applications integrated smartly and safely with web-based functionality.
Mission Research embraces sustainable business practices and thrives on its passion to support the missions of those striving to improve the world.
Job Responsibilities
Provide second-level support to other Support representatives, resolving technical issues where possible and providing accurate information to third-level support. Provide first-level phone and email support to customers and prospects as necessary. Document problem resolutions and write knowledgebase articles to expand available resources for customer self-help. Manage the process of converting data from customers' existing systems into GiftWorks. Analyze and manipulate customer data into a format suitable for importing into GiftWorks and perform conversion. Guarantee the conversion adheres to MR process and manage the expectations of the customer. Document each conversion so that process can be replicated as necessary.
Technical Skills
Experience with Relational Database Management Systems, particularly Microsoft Access, SQL Server and Filemaker Pro. Experience with database conversion a plus. Programming experience a plus. Knowledge of SQL. Knowledge of VBScript and XML helpful. Knowledge of basic computer networking concepts. Ability to learn detailed technical information about GiftWorks and other Mission Research products.
Non-technical Skills
Strong organizational and time management skills Strong analytical abilities Good verbal and written communication skills Good listening and interpersonal skills; ability to relate well to others and understand their needs and concerns History of being thorough, courteous and responsive in customer service situations
Requirements
The ideal candidate for this position will have knowledge of relational database design and some experience with direct customer contact and support.
Bachelor's Degree and 3-5 years relevant work experience. Or Bachelor's Degree in Computer Science or MIS.