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  • Location:
    Cranberry Township, PA 16066
  • Job Status/Type:
    Full Time
  • Job Category:
    Customer Support/Client Care
  • Industry:
    Manufacturing - Other
  • Occupations:
    Technical Customer Service
  • Career Level:
    Experienced (Non-Manager)
Contact Information
  • Reference Code:


Position Description

Technical Product Software Analyst

Position Description:

Description of duties and responsibilities:

This position reports to the NA Customer Service Supervisor (Technical Support) and is responsible to provide Technical Installation Support, IT Set-up Support, and Training to end-user customers covering new MSA Product Software.  Duties and responsibilities include, but are not limited to the following:

·         Responsible for internal and external end-user support, installation, configuration, testing, and troubleshooting complex MSA Product Software Applications.

·         Partner with CS and Field Sales Teams to resolve installation issues of Product Software

·         Partner directly with End-User customers to specify how to configure IT settings to properly install and use software

·         Provide 2nd level support to assist customers and technicians with difficult technical issues.  Resolves customer issues escalated from CS Tech level Phone Support and on-site technicians and escalate to engineering for additional support when needed

·         High availability, responding to support requests from customers, distributors and Sales Managers ensuring timely and accurate response to all inquiries

·         Provide remote installation support for hardware and software as requested

·         Utilize phone, email and remote diagnostic tools to investigate and diagnose underlying cause of customer complaints or performance issues

·         Create and maintain documentation to assist in future problem resolution

·         Act as direct contact with internal and external customers

·         Provide onsite installation support of software solutions onto customer server systems when remote support is not adequate

·         Deliver software operations training for customers and their IT personnel

·         Direct end-user customer Client Services / System Administrators on how to apply software patches and perform upgrades to existing customer systems

·         Partner with NPD Engineering Team to test installation, application/use, and troubleshooting of new or new releases of MSA Product Software offerings. 

·         Act as customer liaison to capture (after sale /installation) VOC feedback related to software and/or process improvement. Responsible for transferring VOC to NPD Engineering / Development team to be considered for software patches and future product revisions.

·         Utilize and manage work using CRM Interaction Center system.  Utilize system issue data to analyze trends and recommend courses of action to reduce customer installation and set-up issues.

·         Supports and analyses customer Local Area Networks, Wireless Networks, TCP/IP protocols, Microsoft Operating Systems, Windows 7, Windows 8, and Windows Server 2008/2012 to prepare for proper software installation.

·         Provide Product Software Installation and Set-up Training to internal and external customers. Support development of instructional and training materials.

·         This position may require up to 15% domestic travel.


Special knowledge, skills and abilities required:

·         Strong verbal and written communication skills to clearly and accurately convey complex technical information.

·         Customer driven quality orientation

·         Excellent computer skills with a specific emphasis on order management systems, Microsoft Word and Excel  

·         Proven ability to handle multiple tasks in high-volume, fast-paced work environment.

·         Ability to comprehend customer expectations and seek information to resolve problems and assess needs.

·         Ability to exercise discretion and independent judgment


Education and experience required:

·         High School Diploma

·         This position is available at two different career levels based upon experience, education, etc:

o    Level one:  4 or more years IT experience or related field

o    Level two:  6 or more years IT experience or related field 

o    An Associate’s Degree in Information Technology or related discipline can be substituted for 1 year of experience.


·         Associate’s Degree in Information Science, Computer Science or related discipline

·         IT Technical Certification

·         2 years supporting external business customers

·         Level II  - 2 years of MSA product knowledge



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