Monday, June 9, 2008

CUSTOMER SUPPORT: Business Intelligence (COGNOS) Virtual Loc

Come join our award-winning Customer Support team at Ultimate Software!

We have a Customer Support Specialist opening providing front-line support to our growing customer base for our Cognos Business Intelligence analytical product suite.

This position location is "flexible." Depending on the skill set level of expertise in Cognos and/or UltiPro, the candidate may have a virtual location or be required to work onsite at one of our Ultimate offices. Handling inbound customer calls, our customer support is provided primarily by telephone and internet connectivity.

As a Support Specialist, you are part of a team of professionals that play a key role in supporting our Cognos Analytical Tools and Reporting solution, providing in-depth analysis and timely resolutions/workarounds for client-escalated issues. The qualified candidate skillfully combines the skills of consultant and support specialist, utilizing specific product knowledge, analytical and design skills to provide assistance to customers and internal staff for the Cognos suite of products.


Required strong oral and written communication skills are delivered via printed material, on the telephone, and over electronic services. The qualified candidate is a team player who is highly-motivated and solution-driven. This position demands excellent project management skills and the ability to handle several tasks simultaneously.

Our Customer Support team has earned the prestigious national Support Center Practices (SCP) certification for eight consecutive years and has also recently earned national recognition as winner of Best Customer Service from the American Business Awards. If you enjoy being on an award-winning customer service team, apply online for this immediate Cognos Customer Support Specialist opening.

Ultimate Software provides industry-leading benefits and competitive salary/bonus plans!

Essential Responsibilities:

Provide outstanding customer support with a high degree of customer satisfaction, technical expertise, and a thorough and timely response
Exhibit excellent analysis, problem determination and troubleshooting skills
Demonstrate an ability to know when to escalate to Cognos Support Manager or present a service option to the client
Follow up with customers on all open tickets to ensure customer satisfaction, adhering to published call response times
Maintain call ownership from initial customer contact to call resolution, which includes supporting escalations if appropriate and providing customer updates
Acquire, maintain, and expand knowledge of current support policies and methods of support delivery
Adhere to Support Center Practices (SCP) guidelines

job requirements

Qualifications or Skill Preferred:

Knowledge of Microsoft Business Class Operating Systems, communication applications, Microsoft SQL Server a plus
Experience in a customer support environment
Experience in payroll or human resource environment
Experience with Cognos suite of products, including Impromptu, Impromptu Web Reports, PowerPlay, ReportNet and/or Cognos 8


Bachelor’s Degree: Business Admin, Accounting, MIS, or Human Resources preferred
Cognos Product Certifications

Travel Requirements: Limited travel upon request

Apply Here

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