- Position: Global Service Support Analyst
- Department: MIS
- Location: Nicholasville, KY
- Country: United States
Alltech is a global leader in the animal health and nutrition industry, focused on natural scientific solutions to today’s biggest agriculture and food industry challenges. Due to our continued growth, we have a career opportunity in our MIS Department for a Global Support Team member at the Corporate Headquarters in Nicholasville, Kentucky. The Global Support Team is comprised of dynamic, professional individuals located around the globe dedicated to outstanding service to our staff.Responsibilities
Address moderately complex issues regarding ERP, CRM, and Business Intelligence applications.
Provide online desktop support utilizing primarily online support tools.
Process staff support requests submitted by phone, email, chat and an online support ticketing system.
Provide initial troubleshooting with the goal of immediate resolution otherwise coordinating additional support with MIS staff as needed.
Maintain accurate and detailed records of support requests and resolution details
Follow agreed upon procedures and quality standards.
Respond professionally to global staff requests for assistance by providing written and verbal
instruction for general hardware, operating system, desktop software and connectivity issues.
Assist in maintaining an end user knowledge base of issues and resolutions.
Ability to assess a situation and respond appropriately using good troubleshooting skills.
Proven ability to work in a team-oriented environment.
High level of attention to detail and willingness to learn.
Excellent customer service, collaboration and communication skills.
Present a respectful, courteous and caring attitude in all contact with staff.
Communicate information to users at all levels in an effective, efficient and courteous manner.
Effective communication of technical details when other staff or third-party assistance is needed.
Ensure adherence to escalation procedures by responding to complex and high impact calls in a timely fashion.
Self-motivated individual able to work with little supervision.
Fulfill any other duties as assigned by management.
Proficiency in the following technologies:
- Exposure to ERP systems (AX, Nav, SAP etc)
- Microsoft Windows
- Microsoft Office Suite O365
- Basic understanding of databases, networks, and websites
Apple iOS and Android operating systemsMore Info
Bachelors in Business, Finance, Accounting, or IT
Experience supporting business/finance applications a plus, preferably in an international environment
Knowledge of basic accounting, business and operations
An understanding of IT systems and backend databases
We are an equal opportunity employer and do not discriminate against otherwise qualified applicants on the basis of race, color, creed, religion, ancestry, age, sex, martial status, national origin, disability or handicap, or veteran status.Contact Info
No recruiters or phone calls please.