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