Technical Support Specialist
4 weeks ago
About the Role:
We’re on the search for our next Technical Support Specialist We are looking for people who are passionate about creating an amazing customer experience. By joining the Technical Support Team, you will have firsthand impact on our customers’ success in using our product. So, if you’re the kind of person who really cares about making meaningful impact, then keep reading.
What you’ll do:
- Respond to calls, emails and chat requests in a customer centric and professional manner
- Identify and escalate (triage) issues accordingly
- Update cases in our CRM with accuracy
- Communicate case statuses to customers
- Attempt to solve cases as promptly as possible while setting the correct expectation with the customer
- General production support including SQL querying databases, SQL Server Integration Services, SQL Server Reporting Services, SQL Server Analysis Services and report creation, including but, not limited to recurring reports
- Develop and execute SQL scripts to resolve production issues and create reports accordingly
- Participate in case review meetings for issues escalated to development
- Provide recommendations for process and product improvement, aiming to increase operational efficiency
- Answer developer and end user questions through the development life cycle
- Complete functional testing on assigned projects
What you’ll bring:
- Intermediate knowledge of MS Office, Windows OS, Browsers and Windows Server
- Strong knowledge working with SQL servers and relational database systems
- Knowledge of IIS Server to configure Web Based Enterprise Applications
- Data investigation and reporting skills
- Operational management such as: prioritizing competing tasks, thorough communication skills as well as managing shifting priorities
- Documentation, SQL coding and reporting criteria to a level consistent with departmental standards
- Strong interpersonal and communication skills and willingness to operate within a team
- Proven experience working on and meeting deadlines
- Strong organizational skills
Why you should apply:
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