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

Requirements:
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