ICC Community Development Solutions is a leader in Content Management Solutions and Business Process Automation. Our highly trained staff develops and determines optimal solutions and implementation, as well as provides support after installation for Municity-branded solutions for the building and related departments in municipal governments. ICC CDS offers challenging work in a diverse, flexible, supportive environment where an appropriate work-life balance is emphasized. The successful applicant for this position will demonstrate technical customer service expertise and a keen desire to have a meaningful impact in a values-based, team-oriented business environment.

GENERAL DESCRIPTION OF THE POSITION:

The primary responsibility of the Application Support Technician is to provide technical remote support to external clients of General Code’s Content Management applications. In addition to supporting customers by phone, this position may require occasional travel to install software, train end-users, assist with sales demos, and attend conferences and events.

The Application Support Technician interacts both proactively and reactively with internal and external customers to provide information and technical support in response to inquiries. This individual utilizes in-depth knowledge of company products and software programs, and works across teams to access information in order to resolve concerns, thus ensuring a high quality positive customer service experience.

ESSENTIAL RESPONSIBILITIES OR TASKS PERFORMED:

• Answers questions and resolves problems for end users via phone or Internet connection; occasional on-site visits
• Uses creativity and innovation to automate and streamline processes and procedures. Grows deeper knowledge of current corporate products, increasing ability to resolve tickets on first contact.
• Effectively balances high volume productivity demands against ability to provide analytical troubleshooting and problem resolution.
• Performs remote installation and configuration of software prior to our Trainer arriving onsite
• Works with Software Developers to report and resolve customer issues/software bugs
• Maintains customer accounts and disposition of software enhancement requests
• Documents both for troubleshooting and training purposes
• Occasionally serves in a pre-sales role by assisting the Sales team with demos and/or needs assessments
• Occasionally travels to customer sites for installation and training of application

• LaserFiche experience a must!
• Two years’ experience providing end-user phone and web support for desktop and/or server applications, or equivalent experience installing, upgrading, troubleshooting and repairing personal computers, servers and related applications in a network environment
• Exposure or competency with programming language to include JavaScript, HTML, CSS, SQL
• Has strong knowledge of desktop applications and Windows Desktop/Server OS
• Strong understanding of SQL (Structured Query Language)
• Understands basic Networking principles, including network troubleshooting for connectivity issues, wireless, DHCP, DNS, use of tools like PING, IPCONFIG, NSLOOKUP and TRACERT.
• Understanding of databases and network systems
• Ability to develop solutions for clients and to articulate those clearly, both verbally and in written form
• Strong verbal, written communication and presentation skills
• Excellent customer service skills as well as good analytic, critical thinking, and troubleshooting skills
• Demonstrated ability to work collaboratively in a team environment
• Demonstrated ability to manage multiple projects and tasks simultaneously
• Organized thinking and excellent problem-solving skills with the ability to think "out of the box"
• Highly responsible, self-motivated and able to work independently with minimal supervision
• Ability to communicate effectively with users at all skill levels

WORK ENVIRONMENT AND PHYSICAL DEMANDS:

The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to talk or hear. The employee is frequently required to stand; walk; and use hands/fingers to handle or feel. Employee will occasionally lift up to 30 lbs.

***General Code is an Equal Opportunity Employer
Job Benefits:

For more than a half century, General Code has focused on community. Not just by helping local governments function efficiently through the creation and maintenance of comprehensive municipal codes, but by building relationships and solutions that foster community growth and resiliency.

Our people have always been our most valuable asset with unique skills and talents that help drive our innovation and success. We are a tight-knit community of thinkers, collaborators, and subject matter experts with a passion for creative solutions backed by solid business and personal values that we live and work by every day. From traditional paper-based municipal codes, to interactive digital solutions, our people have met the challenges of the times while laying the groundwork for future innovations.

We are extremely proud of our history and the many people who have helped shape it. We look forward to writing the next chapters as part of the International Code Council’s Family of Companies, whose unique mission and expertise have allowed us to expand our service reach into new communities.

Our future is exciting - we welcome you to join us as our journey continues.

We offer a variety of benefits, such as; Medical, Dental, Vision, FSA, HSA, Life Insurance, 401K, Vacation, Personal time, Paid Holidays and much more!

From: General Code Enterprises LLC