Epana is a leading provider of high quality consumer telecommunication products including premium prepaid calling cards and financial services to the Hispanic Market since 2000.  Epana has emerged as an innovator and product category leader. Dynamic, entrepreneurial, and rapidly growing, you will work with many leading-edge technologies that are driving the software and telecommunications industries today.  Epana maintains a next-generation telecommunications network, consisting of multiple voice-over-IP switches, XML-based voice processing platforms, ultra-high-bandwidth LANs and IP components, and several databases to track customer and business data.  We operate several production databases configured for high-availability and scalability, as well as several test and staging databases used for internal systems and by our software development team.

Epana is currently seeking a Software Support person which will be responsible for providing technical assistance to end users of software products by performing question/problem diagnosis and guiding users through step by step solutions.  The Support person will answer and record calls and email request, resolve customer issues, open and take ownership of problems, requests, and maintain internal escalation. This position is responsible for providing support to users in a timely and efficient manner.   The successful candidate creates the initial record of the request; He/she will be responsible for troubleshooting, isolating and researching existing problems.  The candidate will recommend and implement proper solutions or escalate unresolved or potential issues and continue to update the users on the progress while continuing to be the primary point of contact.

Position located at headquarters in Midtown Manhattan (32nd Street & Broadway).

DUTIES AND RESPONSIBILITIES:

Manage the support queue:

·         Participate in the development and implementation of trouble handling procedures to minimize service outages and ensure appropriate communication to users

·         Address/resolve incidents/service request and/or escalate to the appropriate IT teams when necessary.  

·         Work with database admin/system engineer/software developer as needed to resolve issues

·         Responsible for providing outstanding customer-centered quality support and service ensuring the highest levels of customer satisfaction.

·         Promptly enter/prioritize/track/monitor/update and follow-up all support tickets received via the IT Service Desk tracking system

·         Answer support requests in person or via telephone and email, and track issue support and resolution.

·         Works to constantly improve customer service

Monitor system performance

·          System generated logs

·          Error emails

Document recurring issues

·         Maintain a knowledge base for support tickets and standard procedures

·         Identify potential future issues based on past and present system performance

·         Assist with organizational efforts at maintaining policies and procedures in the IT Department.

·         Assist with the creation and maintenance of local site IT systems documentation.

Contribute to basic database/system/software tasks

·         Develop and run SQL queries and reports as needed

·         Execute/create system scripts

·         Develop reports using reporting tools

·         Scheduling tools

QUALIFICATIONS:

• Associates degree in technology .
• One major related industry certification REQUIRED.
• Ability to quickly learn, understand and use numerous tools - legacy, custom and 3^rd party.
• Ability to understand at least at a basic level data models and database concepts.
• Familiarity with both Windows and Unix.
• Knowledge of running SQL queries.
• Self-motivated, independent, Software Support specialist with a blend of technical and organizational skills.
• Can-do attitude with a desire to continuously learn new skills and tackle new problems with good interpersonal skills, a collaborative working style, and time management skills to accomplish assigned tasks. 
• Communicate effectively as a team player and provide a strong level of internal customer service within the organization while responding to and resolving computer issues.
• Meticulous analytical and organizational skills.
• Proven ability on prior jobs/assignments with multi-tasking in a fast-paced environment.
• Demonstrated ability to work in a team environment, multi-task to meet critical deliverable dates, and strive for results.
• Highly motivated to solve problems; proven troubleshooting skills and ability to analyze problems by type and severity  

Non-managerial position

Must be authorized to work for in the U.S. for any employer

Equal Employment Opportunity

Vivaro Corporation is committed to providing equal employment opportunity for all persons without regard to race, color, religion, gender, age, national origin, sexual orientation, gender identity, disability, veteran status, or any other applicable legally protected status.  All qualified candidates are encouraged to apply.

This job description shows typical requirements of a position within this classification.  This description is not intended to be all inclusive.  Individual positions may vary slightly in functions, job dimensions and requirements and may change depending on the specific departmental tasks.