Technical Customer Service Specialist, II

Technical 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 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

·       Coordinate and provide application and database operations triage support to troubleshoot and resolve functional and performance issues encountered in production, development, and test environments

·       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

·       Design, recommend, and implement procedures necessary to save, retrieve, and recover databases from hardware and software failures

·       Lead internal and customer calls where subject matter expertise is needed

Supervisory Responsibilities

·       None

Required Skills and Abilities

·       Required to participate in daily scrums

·       Required to participate in weekly Support triages

·       Knowledge of the principles, practices, and techniques of computer databases, programming, and systems design

·       Knowledge of computer operations, systems, and procedures

·       Knowledge of computer database application systems and programming languages

·       Experience in data processing flowcharting techniques, database structures and theories, and current database technologies

·       Experience in data analysis, evaluation, and testing techniques and protocols

·       Skills in problem solving and critical thinking; and in the use of a computer and applicable software

·       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

·       Bachelor’s degree in computer science, management information systems, related field, or equivalents years of experience

·       2-4 years’ experience in customer support

·       Previous experience supporting proprietary database software

·       Experience in computer systems, data analysis, or database development and maintenance work

·       3 years’ experience in software development in a business environment

·       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

Travel Required

·       None

Physical Requirements

·       Prolonged periods sitting at a desk and working on a computer

·       Operation of a computer and typical office machinery

·       Must be able to lift up to 15 pounds at times