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Software Support & Training Specialist
Posted date [10/23/17] (ID: 437)
Alpha Technologies, which provides world-class powering solutions, seeks a Software Support & Training Specialist for its team in Bellingham, WA. With limited supervision, this position is responsible for professional customer support of Alpha software platforms as well as the creation and maintenance of related knowledge base articles and customer-facing training materials.


• Develop an extensive working knowledge of the software platforms to be supported, both through self-study and in coordination with development staff
• Provide end-user application support via in-application chat, trouble ticketing systems, e-mail and phone
• Troubleshoot issues reported by end-users and provide solutions
• Facilitate problem-solving between end-users and Alpha development staff
• Participate with Alpha development staff in testing of and familiarization with new product releases
• Create and publish easy to understand knowledge base articles
• Design, create and publish training materials (text, graphics, video) for end-user use
• Coordinate, produce and publish user-facing web-based training and seminars
• Provide both ad hoc and scripted live training based upon available materials as directed

Requirements and Skills:

Education: 2 Year Degree or equivalent military training

Experience: 2 - 4 years in field of software support /development of documentation and training materials

• Will work on-site (no tele-commuting)
• Ability to follow written and verbal directions in the English language
• Ability to speak/read/write English
• Detail oriented
• Strong organizational skills
• Work well under pressure
• Current driver’s license and acceptable driving record
• Sufficient credit line for business expenses
• Superb verbal and written language skills
• Advanced knowledge of mainstream browsers (e.g.: Chrome, Edge, Safari) and the use of web-based applications
• Experience diagnosing problems with software products
• Analytical and troubleshooting skills
• Ability to effectively organize and maintain written training and knowledge base materials
• Ability to effectively communicate technical information in non-technical terms
• Ability to communicate professionally by phone and in writing
• Familiarity with relational database concepts and tools

PC Application Skills:
Basic level: Excel, Visio
Intermediate level: Word, PowerPoint, Outlook
Other: Screen image and playback capture tools, Issue ticketing systems

• Bachelor's degree
• Experience delivering web-based training and familiarity with related authoring tools
• Experience diagnosing problems with software products
• Experience querying and modifying data in relational databases (e.g.: SQL Server, MySQL and/or Oracle)
• Knowledge of Hybrid fiber-coaxial (HFC) networks, SNMP and HFC provisioning

Travel Requirements: Expected < 10%

No phone calls please. Equal Opportunity Employer

To Apply:
E-mail resume to: opportunities(at)alpha.com or fax resume to: 360-392-2148. For more info on The Alpha Group, visit www.alpha.com

The Alpha Group offers a competitive package of employee benefits, including:
• A comprehensive healthcare plan with dental, prescription and vision exam coverage
• Company paid group life/AD&D insurance, an Employee Assistance Program and a voluntary life insurance, short-term disability and long-term disability program
• Flexible spending plans for Healthcare Reimbursement and Dependent Care, including a substantial company contribution available toward annual licensed childcare costs
• A robust 401(k) plan with varied investment options. Alpha contributes matching dollars annually at the discretion of its trustees
• An annual tuition reimbursement program to encourage learning and growth
• Eight paid holidays each year
• Up to two weeks of vacation time accrued annually at the start of employment and sick time
Post Details
Job Title Software Support & Training Specialist
Location Bellingham
Industry Software
Job Type Full-Time
Job Level Experienced (Non-Manager)
Compensation DOE
Application Deadline
Posted By Alpha Technologies Inc.
Email opportunities(at)alpha.com
Alpha Technologies

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