Jobs

The following jobs are currently available. These are direct-hire positions based in the Columbus, Ohio area. No relocation assistance will be provided. Individual applicants only, no recruiters or consulting firms.

Customer Support Specialist

Job Summary

The Customer Support Specialist is responsible for providing technical support for a large proprietary software product to external customers and act as a liaison between the customers and our development department utilizing strong communication, analytical and technical skills.

REQUIRED SKILLS:

• Minimum 3-5 years experience supporting one or more large line of business applications
• Strong customer service and communications skills
• Ability to innovate quickly in a rapidly changing, sometimes high stress environment
• Comfortable using both Linux and Windows Operating Systems
• Experience installing and supporting Windows PC's

DESIRED SKILLS:

• Health care or health insurance experience
• Experience with Oracle database, Weblogic, Websphere, or JBoss
• Experience importing, exporting, or converting data

RESPONSIBILITIES:

• Provide technical support to external customers via phone or email.
• Visits to customer sites (both within and outside the U.S.) for resolution of product issues may be required.
• Rotating 24x7 pager duty for support of non-US customers.
• Act as the interface between customers and product development/engineering.
• Work with engineering and implementation teams to resolve customer issues.
• Defect reproduction, troubleshooting, characterization, and root cause analysis of product issues.
• Draft and review knowledge base articles.
• Create cases in the ticket tracking system; manage the Customer Support effort required to resolve them.
• Represent the Customer Support department in product meetings or reviews with both internal product teams as well as external customers.
• Assume lead roles in introducing new products into the Customer Support organization to include creating plans for cross-training other Tech Support engineers.
• Lead various projects, possibly coordinating technical contributions of other people assigned to the project.

EDUCATION REQUIRED:

Bachelors Degree or equivalent experience

SALARY AND COMPENSATION:

• Base salary range: Commensurate with experience
• Comprehensive benefit package

APPLICATIONS:

Please email your resume in Word or PDF format to info@tercenim.com, using "Customer Support Specialist" as the subject.

---

Inside Software Sales

JOB SUMMARY:

Reaches out to potential customers for an industry-specific software application to identify decision makers and key influencers and pre-qualify leads for sales team’s pursuit. Works cooperatively with sales team to set-up demonstrations and sales presentations. Effectively uses telephone and email skills to engage prospects and establish rapport to acquire key information to assist sales group in generating company revenue. Creatively and systematically approaches prospects to perform duties and effectively relays information (both in writing and verbally) to sales team. Documents efforts and results in a disciplined manner. Works cooperatively with sales team and other departments. Performs other duties with sales and marketing department as needed. Provides valuable contributions to sales team to assist in meeting company revenue goals.

ESSENTIAL FUNCTIONS:

• Uses established prospect list to contact potential customers to identify decision makers and influencers to pre-quality accounts
• Effectively uses sales script to meet personal and department goals including "closing" for sales presentations and product demonstrations
• Develops excellent knowledge of features and benefits of product offerings
• Provides potential customers with follow-up information as requested
• Works cooperatively with sales team to set-up demonstrations and sales presentations to secure new business
• Captures and records efforts and results of lead generation activity
• Supports sales team and sales initiatives as needed
• Supports marketing initiatives as needed
• Supports RFP responses as needed
• Supports the collection and analysis of competitive information

ADDITIONAL RESPONSIBILITIES:

• Performs other related duties as assigned.

SUPERVISION RECEIVED:

• Supervised by EVP of Sales and Marketing.
• Performs semi-routine duties where some judgment is required when communicating with prospects, customers, sales representatives, and inter-company personnel

RESPONSIBILITY AND AUTHORITY:

• Responsible for maintaining positive company image while performing job responsibilities
• Operates in a focused manner managing time effectively to meet personal and department goals
• Reasonable care and operation of standard office equipment
• Demonstrates excellent work ethic
• Follows company policies and procedures

MINIMUM REQUIREMENTS:

• High school diploma or equivalent
• Proven track record of inside sales in software and/or healthcare industry
• Excellent written and verbal skills
• Superior organization skills
• One year in an entry-level marketing job. Typing skills and some knowledge of MS Office Suite
• Professional demeanor
• Excellent work ethic

SALARY AND COMPENSATION:

• Base salary range: Commensurate with experience
• Performance-based incentive: TBD
• Comprehensive benefit package

APPLICATIONS:

Please email your resume in Word or PDF format to info@tercenim.com, using "Inside Software Sales" as the subject.