Primary contact for customers to provide technical support and services in problem resolution. Provide call center technical Tier 1 and 2 support.

Essential Responsibilities and Duties:

• Provide backup for other products as needed or required.

• Receive inbound chat messages and/or telephone calls on product questions.

• Provide excellent customer service, technical troubleshooting, and problem resolution.

• Provide user-friendly explanations and follow-up using Chat and/or telephone, and in person communication.

• Resolve customer problems in a friendly and timely manner in order to ensure customer satisfaction.

• Open trouble tickets using the trouble ticking tool (CSR) and document action steps and resolutions including follow-up.

• Ensure issues are fully documented within the CSR (trouble ticket tool) application that allows for seamless escalation to other personnel as required.

• Use professional judgment to resolve a problem.

• Escalate customer concerns as necessary to Lead or Tier 3 specialist or management, as required.

• Serve as liaison between customers and other personnel. Communicate problems and trends to team for internal resolution.

• Assist and communicate with Tier 1 seasonal technical support and resolve reported problems.

• Assist in technical projects development.

• Provide assessment of existing systems and recommend improvement.

• Develop technical solutions to be posted to both internal and external knowledge base.

• Software testing of new and enhanced software applications.

• Perform other duties as assigned

Minimum/Essential Qualifications:

Ability to respond to customers inquiries and complaints; ability to solve problems in a timely and friendly manner; ability to effectively present information to coworkers and management; excellent verbal and written skills; excellent telephone skills; work well in a team environment. Prefer bilingual Spanish but not required.

Preferred Skills:

AA in computer science or business administration or equivalent experience.

1-3 years software technical support.

1-3 years windows 2000, XP, Internet Explorer/Browser, Modems, Network Functions and Configurations and Software Applications.

SUMMARY:

Under general direction, administers, manages, designs, documents, and evaluates a variety of database management systems; performs complex technical, analytical and professional services involving program/member services, evaluation, database-driven Web sites, office operations support, and problem resolution; performs related duties as assigned.

PRIMARY RESPONSIBILITIES:

The Database Administrator classification is distinguished from the Database Designer/Information System Analyst classification by the extensive knowledge, experience and complex technical skills required. Further differences include the supervision of database and transaction log backups, and the maintenance and monitoring of database server performance.

(Any one position may not include all of the listed duties, nor do all of the listed examples include all tasks that may be found in positions within this classification.)

Information Systems and Database Management

Administers a variety of database systems including Microsoft SQL Server, Filemaker Pro, and other Database Management Systems (DBMS); maintains and administers Web server and middleware tools used to develop Web database systems and framework; develops and enforces database administration and user standards and procedures; audits, modifies, and amends data in systems using SQL commands, hand-editing, and bulk import; oversees the scheduling of database projects, database and transaction log backups, notifications, and database replication between multiple SQL Servers and remote sites; supervises and manages multiple concurrent projects; evaluates database server integrity and security; assumes the technical lead for SQL Server and online database projects; assists Database Designers/Information System Analysts in the development and creation of SQL and Web-based databases and database systems; reviews technical designs, reports, documentation, and other materials produced by staff; creates and maintains high-level reporting systems using products such as Crystal Reports; researches and implements new database and online technology.

Communications/Technical Assistance

Oversees the design and maintenance of online communications, including database-driven Web sites and distance learning programs; assists and supports organizational members and clients with network, database, and application training and technical support; plans and prepares correspondence.

Office Operations Support

Assists staff in developing procedures, forms, exhibits, and database documentation; configures hardware and software utilized on database and Web servers; allows end-users to access management information systems directly by using Open Database Connectivity (ODBC) and other methods of connectivity; assists office staff in the creation of database reports and exhibits; trains and provides technical direction to staff as needed; supports internal operations, local area network administration, budget management, and project planning.

KNOWLEDGE AND SKILL REQUIREMENTS:

Education, Training and Experience: Any combination of education and training equivalent to possession of a Bachelor's degree that demonstrates the ability to perform the duties and responsibilities as described. Sufficient formal and/or informal training experience in Database Management Systems (DBMS) administration and maintenance, database design, analysis, and management; extensive experience as a database designer/information systems analyst, database manager or database administrator.

Knowledge of: Administration and maintenance of management information systems; server hardware and software technologies (including Unix and Windows NT-based servers); standard computer hardware and software; basic principles of computer system analysis, principles of organization and project management; Internet technology including Hypertext Markup Language (HTML) forms; middleware or common gateway interface (CGI) programming used in database Web publishing, including the following: Cold Fusion, PHP Hypertext Preprocessor (PHP), Active Server Pages (ASP) and JavaScript; procedures for using SQL; standard office procedures and practices; advanced databases and database design concepts; data communications and networked systems; database integration on the Web; fundamentals of page layout, design, and graphic illustration; Microsoft SQL, Access, FileMaker Pro, or other relational database systems.

Skill and Ability to: Communicate effectively in both oral and written forms; interact with users and office staff in non-technical, clear terms; assist staff with difficult technical tasks, including the creation of specialized reports and exhibits using Crystal Reports; work independently and as a team member; set priorities and organize work to meet strict deadlines; make decisions on a variety of complex matters; establish and maintain cooperative working relationships with those contacted during the course of work; research and evaluate computer applications and database server hardware and software; manage hardware/software configurations including set-up, maintenance, and back-up; ability to adapt to changes in technology.

SUMMARY:

Perform a variety of programming assignments requiring knowledge of established programming procedures and data processing requirement. Responsible for Customer Service Applications.

Essential Responsibilities and Duties:

Responsible for Customer Service Applications and databases

Responsible for Backend processing for TaxBrain and VTax

Code, test and troubleshoot programs utilizing appropriate hardware, databases, and programming technology:

Refine data and format final product

Maintain and modify programs

Develop detailed programming logic and coding changes

Test and develop programming modifications

Write new program code using prescribed specifications

Evaluate simple interrelationships between programs

Analyze performance of programs and take action to correct deficiencies

Resolve questions of program intent, data input, output requirements, and inclusion of internal checks and controls

Write and maintain programming documentation

Maintain confidentiality with regard to the information being processed, stored or accessed

Document programming problems and resolutions for future reference

Perform other duties as required

Minimum/Essential Qualifications:

Knowledge of programming procedures and languages; ability to process computer data and to format and generate reports; ability to implement and troubleshoot programming changes and modifications; knowledge of computer flow charts and programming logic and codes; ability to write technical instructions in the use of programs and/or program modifications; ability to investigate and analyze information and to draw conclusions; ability to learn and support new systems and applications; 3-5 years of programming experience; intensive database use experience; experience in creative writing; excellent interpersonal and communication skills; excellent written skills; able to work well in a team environment.

Preferred Qualifications:

Bachelor's Degree in Computer Science or related field preferred.

SUMMARY:

Responsible for infrastructure development, implementation of new features and enhancements, and ensuring consistent quality. Responsible for State applications development.

PRIMARY RESPONSIBILITES:

Responsible for In-House Utilities

Responsible for CrossLink application

Responsible for State applications development, enhancements, and updates

Document software design

Implement software modules, on the embedded platform and analysis workstation

Document software implementation

Debug and test software implementation

Maintain the developed/released software

Fix defects and add features to software

Monitor and inform others of the progress of work tasks

Work closely with Tax Analyst, Forms Department, and Engineering to assure implementation of proper changes and/or additions

Work with Technical Support department to identify and resolve issues

Perform other duties as required

KNOWLEDGE AND SKILL REQUIRMENTS:

3+ years' experience in a technical software development role; advanced programming skills in Java, C++, C languages, or equivalent; knowledge of development tools and environments; knowledge of testing tools and environments; knowledge of algorithms; excellent interpersonal and communication skills; excellent written skills; able to work well in a team environment.

SUMMARY

Responsible for prospecting and selling PEI's professional product line to new and existing accounts within specified target markets

PRIMARY RESPONSIBILITIES

1. Achieve annual quotas by selling PEI's professional product line to new and existing accounts as assigned by Sales Management.

2. Follow up on all new leads and referrals resulting from field and telemarketing activities in a professional and timely manner.

3. Prepare custom presentations and proposals for current and prospective accounts.

4. Develop and maintain sales materials and current product knowledge.

5. Establish and maintain current account and potential account relationships.

6. Prepare and submit paperwork required to activate customers.

7. Report on status, activities, closings, follow-up, and other goals using tools required by Sales Management.

8. Communicate with Sales Management on any new product opportunities, custom software development requests and feedback gathered from accounts.

9. Proactively coordinate PEI Training and Support staff as required to close sales and ensure a smooth on-boarding experience for new accounts.

10. Other duties as assigned.

ADDITIONAL RESPONSIBILITIES

1. Participate in marketing events such as seminars, trade shows, and telemarketing events.

2. Follow-up on any collection of payment issues.

3. Assist with on-the-job training of new sales employees.

4. Be courteous, friendly and professional with all customers and fellow employees.

5. Maintain a clean, neat appearance with attention to person hygiene and dress.

6. Provide timely and detailed accounts on all expenses while in the field.

KNOWLEDGE AND SKILL REQUIREMENTS

1. Bachelor's degree strongly preferred.

2. 3 + years of direct business-to-business sales experience.

3. Broad understanding of sales strategy and solution based selling.

4. Drive for continual self-improvement.

5. Ability to develop and deliver effective sales presentations.

6. Willingness and desire to develop and maintain strong relationships with multiple customers.

7. Strong interpersonal and communication skills.

8. Work requires significant local and long-distant travel. This requires the possession of a valid state driver's license at time of employment.

9. Current car insurance.