What are the responsibilities and job description for the Customer Service Specialist II position at Valsoft Corporation?
Customer Support Specialist II
Employment Type: Full Time, Non-Exempt
Experience: Intermediate to Advanced Level
Department: Customer Support
Industry: Software Information Technology and Services
Position Summary
This position works under general supervision to provide resolutions to end-users (customers) by performing a question diagnosis while guiding customers through step-by-step solutions. This support is provided by clearly communicating technical solutions in a user-friendly and professional manner. This position will provide software demonstrations on functionality and new features for current and potential customers and help set up system environments.
Duties and Responsibilities
- Troubleshoot support issues of a proprietary case management system
- Utilize internal and external tools to achieve a positive outcome for our customers
- Assist on-premise and hosted customers in updating and maintaining their systems including add-on products to also meet federal reporting or accessibility requirements
- Demonstrate the ability to adapt to an ever-changing software development life cycle including new technologies and requirements
- Understand specifications and basic code reading skills
- Maintain quality case documentation, including formatting standards and styles
- Maintain case movement expectations
- Moderate guidance in own area of knowledge
- Perform duties as a Project Implementation Support Lead
- Identify and communicate potential issues proactively
- Conduct peer reviews on Customer Support Specialist I work
- Lead internal and customer calls where subject matter expertise is needed
Required Skills and Abilities
- Required to participate in daily scrums
- Required to participate in weekly Support triages
- Required to participate in creation and presentation of Support training activities
- Ability to work with customers on issues and inquires with minimal supervision
- Ability to work cases within contractual service level agreements
- Ability to communicate clearly for assigned duties both written and spoken
- Ability to provide timely updates on assigned work to relevant stakeholders
- Skilled in Microsoft Office; Word, Excel, PowerPoint, and Teams
Required Education and Experience
- High school diploma or GED required
- Associate Degree or equivalent years of experience
- 2-4 years’ experience in customer support
- Previous experience supporting proprietary database software
- Skilled in relational database management systems (RDBMS)
- Skilled in the software development life cycle (SDLC)
- Skilled in networking knowledge to include connectivity, TCP-IP, DHCP, DNS, LAN/WAN
- Skilled Microsoft SQL Server to include creating basic select queries and reading stored procedures
- Skilled in Microsoft Internet Information Server (IIS)
- Skilled in analytics using Power BI or Tableau
- Skilled programming skills or Visual Studio experience