Responsibilities
Work with clients to define requirements, conduct needs analysis, determine project specifications, identify solutions and implement recommendations.
Serves as primary liaison between company and client building rapport and relationship.
Maintain notes & communication channels regarding project progress with clients & internal resources.
Conveys customer feedback to product development staff.
Possesses thorough knowledge of company’s products used by customers.
Resolves clients’ questions or problems over the phone or internet in the areas of system configurations/setup, product functionality and bugs/enhancements.
Provides product and technical support to customers answering complex questions on functionality and product usage.
Provides technical support to customers by programming updates to custom logic, system setup, updates system mappings and/or configurations according to specific requirements.
Keeps customer informed of progress/status of issue and how and when it is resolved.
Provides technical support by troubleshooting and resolving externally reported application issues. Involved in any additional follow up, testing and troubleshooting.
Responsible for appropriate referral to other departments and quality assurance areas.
Operates under moderate supervision.
Target driven work results expected.
Promotes and maintains a high quality, professional, service-oriented company image among users.
Qualifications
A bachelor’s degree in Computer Science, Finance, or related degrees.
1-2 years of experience with impact analysis, requirements gathering and user acceptance testing.
Proficient in Microsoft SQL, Microsoft SQL Server Management Studio or similar tool.
Object oriented programming or scripting with preference for JavaScript and C#.
Ability to create and modify queries to extract and update data using commands such as:
IsNull and Coalesce functions
Variables
Unions
Joins
Excellent writing, editing, interpersonal and communications skills.
Proficient PC skills used, as required, for testing, troubleshooting, call logging, product configuration.
Good troubleshooting and problem-solving abilities and logic skills.
Must love working with external clients.
Must love being part of a team and collaborating to review and find best solutions and resolutions.
Professional appearance and presentation required.
Salesforce or comparable support ticketing system experience is a plus.
