Job Title: Customer Support Analyst
Date Posted: 09-17-2007
Job Location: Massachusetts-Boston North
Job Type: Full Time
Education Level: Bachelors Degree
Work Experience: 2+ to 5 Years
Job Shift: First Shift
Yearly Salary:DOE (Depend on Experience)
Company Name: Harte-Hanks Database
Company Website:
Contact Information: David   Lobley (
Job Description:
·         Member of 7 X 24 Customer support staff responsible for front-line support of client
inquiries and issues related to client marketing databases.  

·         Responsible for problem determination/troubleshooting and  prioritization of
customer software and system problems 

·         Escalate or resolve all client issues and communicate the status and resolution of
all issues to the client

·         Effectively utilize team, departmental, and company resources, and external software
vendor support teams to effectively resolve problems

·         Maintain accurate client problem and solution documentation

·         Provide technical review of new products/enhancements and make recommendations

·         Report monthly statistics to management as required




·         3-5 years experience supporting or using end-user applications in a relational
database environment

·         Working knowledge of marketing industry campaign management and business
intelligence tools, such as Unica product suite, Epiphany product suite, Cognos,
MicroStrategy, SAS, SQL, etc.

·         Working knowledge of PC operating systems

·         Working knowledge of  server operating systems – UNIX /LINUX preferred

·         Working knowledge of relational databases – Oracle and SQL Server preferred

·         Ability to operate and communicate effectively while under pressure 

·         Excellent problem determination skills in a multi-tier application solution

·         Knowledge of networking concepts 

·         Basic application administration skills

·         Ability to multi-task in a high-pressure environment

·         Excellent communication skills

·         Ability to work in a team environment

·         Basic knowledge of marketing objectives - knowledge of retail, financial or
automotive marketing a plus

·         Bachelor’s Degree in CIS, CS, MIS or equivalent
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