Job Details

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

Requirements

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

• Skilledprogrammingskills or Visual Studio experience