Assist in new implementations, installations, upgrades and migrations of existing customers systems
Occasionally perform Quality Assurance tasks for testing of new software versions
Yêu cầu công việc
Provide basic technical and web application training to new customers when required
Provide detailed reporting, identify functionalities, and provide status updates on identified issues internally and with the client until the customer support case is resolved
Provide tier 2/3 functional and technical support on the company&039;s software solutions
Log, prioritize, research, and accurately resolve complex customer inquiries and problems in a timely manner while meeting or exceeding SLAs
Create service requests and properly document all customer interactions and troubleshooting actions in the department&039;s case management system
Configure and implement new functionality in the company&039;s software solutions
Communicate and coordinate with internal departments when addressing software bugs or new releases
Follow procedures, and continually improve internal processes for maintenance of solutions that are in production
Collaborate with developers and QA team for high quality, delivery on time
Serve as a single point of contact while effectively and cooperatively providing superior customer support and problem resolution
Investigate issues with customer IT systems such as: SSO, LMS, SIS, HRIS
Mô tả công việc
Skills and Competencies:
Attention to detail
Excellent time management and organizational skills
Minimum 3 years customer support/technical support experience with enterprise software
Experience with system integration, good understanding of product architecture, infrastructure components, databases, cloud systems, and virtualization
Experience working with multiple stakeholders in a problem- solving environment
Exceptional Customer Service Focus
Relevant technical work experience, deploying web applications in IIS including server and network administration.
Strong analytical problem solving and decision making skills
Ability to handle difficult or sensitive situations with diplomacy and tact
Ability to work independently and as part of a team
Exceptional communication skills, both oral and written with client interaction experience at executive levels
3- 5 years’ experience in IT related field
Creative, self- motivated, with good interpersonal skills
Technical Skills:
Experience with SQL/Oracle Database querying and with MS Excel
Setup and administration skills for MS Windows servers, MS SQL Server installation and configuration
Qualifications/Requirements:
Technical or Business Diploma in related field
Verbal and written communication skills in English for use in communication with global offices. Spanish or French is a plus.
Passion for helping customers with strong customer service skills
Experience working with Microsoft Server, MSSQL, IIS, Certificates, Email delivery troubleshooting.
Nice to Have:
Experience with HTML CSS, XML
Technical certifications: Microsoft
Experience working with APIs
Knowledge/Experience working with cloud offerings such as Microsoft Azure or AWS
Availability:
Must be willing to work outside of “normal” business hours (i.e. evenings, nights, weekends) to provide support coverage for our international customers
7 Pager/On- Call Rotation
