Support Analysts – Americas

The Promax solution is based on a philosophy founded on People, Process and Systems and we believe that the right solution is a combination of all three, not just software.  With a mantra to be the thought leader of the industry, every aspect of our product and customer service is built on a passion to surpass all expectations.  This philosophy extends throughout every member of the Promax team.

To support our significant growth in the Americas markets, we are looking for experienced Business and IT specialists who have a desire to build a long term career with a dynamic software development company.  A background in or extensive knowledge of CPG manufacturers and Trade Promotions Management processes or IT implementations would be advantageous.

As a Support Analyst you will be part of the Professional Services & Support organization working with other internal support groups to ensure the availability and stability of Promax PX application. The support team is responsible for providing end user level 1 and 2 application support for production and non-production environments.

The support team is responsible for diagnosing application issues, responding to alerts and client requests as well as troubleshooting other mission critical issues. The Support Analyst participates in planning and execution of application upgrades and is responsible for IT Service Management including Incident, Problem, Change, Release, and Configuration Management. Additionally the support team is responsible for Infrastructure Management in conjunction with Promax support groups.

Promax support organization provides level 1 and level 2 support for the Promax PX standard core application. Members of the team are responsible for availability and stability of the software and work in a 7 X 24 support ‘follow-the-sun” environment.

Primary Responsibilities

• Provide 1st and 2nd level application and operational support of the Promax PX application based on knowledge of the system to meet service level agreements for system availability and effective problem resolution.
• Coordinate production implementations working closely with other members of your project team and other production support groups to ensure the proper transition of system changes into the production environments.
• Review daily checklists designed to ensure that all operational safeguards are functional. Report issues to management and work to identify root cause.
• Create and maintain technical documentation including system diagrams and operational procedures.
• Utilise the company’s helpline tracking system to record all customer service incidents and ensure the system is maintained in an accurate and complete manner.
• Monitor KPI’s for the customer service department and respond to those in a manner that improves the performance, efficiency and quality of the function and is consistent with the company’s mission, strategic plan and agreements provided by the company to its customers.
• Participate in a regular program of personal performance review, setting goals and objectives to develop skills and extend capabilities which will improve my value to the company.
• Assist the process to maximise the retention of the revenue stream from Annual Maintenance through providing services and products that encourage existing customers to renew their maintenance on its anniversary.
• As a member of the Professional services team take an interest in the overall performance of the company and provide ideas that contribute to its growth and profitable development.

This is a fabulous and varied role where you will be able to work in a capacity that will continue to expand both your technical skills and gain business exposure in some of the world’s leading global CPG brands in industries such as Food & Beverage, Pharmaceutical OTC, Household and Personal Care products.

Key Skills & Experience

• Excellent understanding of Promax solutions and functions.
• Highly developed technical and business acumen.
• Strong writing, mentoring, decision making, and communication skill sets.
• Ability to train and mentor other support analysts or teams in the support methodologies.
• Adaptability and flexibility to manage deadline pressure, ambiguity and change.
• Strong leadership, organisational and interpersonal skills; the ability to work well with people from different disciplines with varying degrees of technical experience; competence in clear concise and tactful communication with senior executive management, clients, peers and team members.
• Strong oral and written communication skills.
• Ability to manage multiple tasks and deadlines.
• Strong customer handling skills.
• Commitment to quality and high standards.
• Experience with Windows Operating Systems.
• Experience with CITIRX and RDP technology a plus.
• Past experience with CRM applications.
• Experience with Microsoft SQL Server database applications.
• Experience in scripting and automating manual tasks.
• Bachelor’s degree preferred.
• Multi-Lingual (English and Spanish) preferred.
• Technology/security certifications preferred.
• Experience in production operations group for other companies.
• 3 – 5 years of experience in working in Customer Support environment for a technology based organization
• Demonstrated experience in managing issues, quality and deadlines within a dynamic and busy Customer Service environment

Interested in joining Promax Applications Group, a unique Trade Promotion Management and Trade Promotion Optimization software company expanding at lightning speed ?

To apply: submit an application letter and resume via email addressed to:
Mr. Pat Zalewski – VP Professional Services or complete the application form on our Careers at Promax page

Please ensure to reference position title in your application.

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