Description: The Customer Support Department at Solus provides high-level support to Customers, Solus Installation Partners and Internal Team on the implementation and use of Solus Systems, Solutions and other supported products.

The Customer Support Manager will define software support processes; communicate internally & externally. They will define software support training requirements and prepare training materials and conduct software-training sessions with customer or customer's service personnel. The Software Support Engineer will lead Solus software service efforts including documentation of problems and solutions, and troubleshoot software problems via phone or travel to site as necessary. They will drive closure on software service issues by working with engineering and operations and work closely with Software Quality engineer to assure high outgoing quality levels.

Major work responsibilities includes:

	Conduct technical training courses in the configuration and use of Solus Access Control & Time Attendance Solutions. Course offerings include both "On Customer Site" and "At Solus Training Centre" Product Training.
	Provide Certification Testing following completion of instructing each class and provide feedback on student results.
	Coordinate with development manager and other departments to provide a high level of responsiveness to both external and internal customers.
	Development of training materials for new products and distance learning solutio ns.
	Develop and nurture relationsh ips with our end users and business partners by presenting a personable, professional image in all interactions with internal and external customers. This includes staging a safe and non- intimidating environment for learning, and providing follow-up to ensure that all questions are answered.
	Provide periodic sales overview training seminars designed to emphasize product strengths and sales tactics; targeted for business partner sales personnel.

Desired Skills/Abilities: Strong communication skills; ability to interface with customer personnel at several levels. Ability to travel in support of installation. Service needs could be 50% travel at times.

Desired Education and/or Equivalent Experience: Strong technical background; minimum of a 4 year technical degree ,Computer or Electronic Engineering preferred. Ideally having an experience in software implementation & service. Good knowledge of VB, ASP and SQL database and sound knowledge of HTML/DHTML.

 

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