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 Apply tot his job