Support Analyst/ Help Desk
at Wylander

Date Posted: 3/11/2020

Job Description

Wylander Solutions, a recruiting company specializing in the flooring covering industry, is hiring a Support Analyst/ Help Desk Trainer for RFMS. RFMS is the leading provider of business management software solutions for the floor covering industry. RFMS provides software, training, consulting and implementation services to more than 2,000 clients based in North America, Australia and New Zealand. They are seeking a person with RFMS Software experience and accounting knowledge. This person must enjoy a fast paced, constantly changing environment. The preferred time zone of the applicant is PST or MST.


  • •Medical Benefits- Health, dental and vision
  • •401K with company match
  • •Paid Vacation


  • •Base salary: $40,000-$50,000
  • •Necessary computer equipment


  • •Work under the guidance of a Senior Software Help Desk Specialist
  • •Initiate customer calls - analyze the situation through the use of questions and other
  • diagnostic means and provide a workable solution to correct the issue
  • •Relay messages sent to or received from customers in a timely manner
  • •Stay informed of all changes to the RFMS software programs and its operation and
  • setup
  • •Relay requests for assistance that are outside the scope of the Help Desk to the
  • appropriate group
  • •Maintain records of calls, correspondence etc. received and responded to using the
  • automated call tracking system
  • •Write technical articles for inclusion in system knowledgebase. Writing must be clear,
  • grammatically correct and relevant
  • •Other duties as assigned and the job description may change at management's
  • discretion


  • 3+ years of experience with the RFMS software
  • Outstanding customer service skills and the ability to communicate effectively in a
  • variety of support venues such as telephone, remote assistance, email and chat support
  • Ability to diffuse tense situations and reflect a calm, professional manner
  • Ability to accurately and quickly log customer activity and case resolution in our
  • database
  • Proficiency in using common PC-based software application including Microsoft Office
  • tools such as Excel and web-based applications
  • Good organizational skills and attention to detail, enthusiasm, creativity, and maturity
  • Ability to mulit-task in a fast paced environment
  • Ability to recognize and solve problems independently
  • To be eligible to work from home, employees must have and maintain high-speed internet. Satellite is not acceptable. Although satellite is very fast, there is a latency issue in attempting to use VOIP

Job Snapshot

  • Employee Type: Full-Time
  • Location: Tuscaloosa, AL
  • Job Type: Other
  • Experience: Not Specified
  • Date Posted: 3/11/2020

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