Job description

What you get to do everyday! - Review and react to client support and operational issues, assisting the team with initial triage, understanding of client implementations, and resolution of problems - Manage communications with clients throughout the life of a request and coordinate with developers and others to address issues - Lead weekly case review with key clients - Conduct internal reporting on Key Performance Indicators (KPIs) for cases under management - Coordinate with various internal teams as necessary, including Product Development, Network Services, Service Delivery, Sales, and Marketing teams - Work on special projects as required - Provide on-call after hours support on a rotating basis - Develop and document new troubleshooting procedures as necessary - Build and maintain knowledge of supported products and implementations - Perform configuration and code changes on existing applications to meet customer needs - Other duties as assigned What kind of person you should be! - Excellent verbal and written communications skills - Ability to explain technical issues to those unfamiliar with the subject via email, telephone, and in person in a professional manner - Ability to collaborate with fellow team members and teams across the organization - Strong technical and problem-solving skills to support understanding of enterprise software solutions, enterprise architecture, and troubleshooting of problems - Strong work ethic and dedication to providing 100% client satisfaction - An interest in creating and tinkering with technology What skills do you need? - Associate’s degree or work experience demonstrating professional communication and inter-office skills - Diploma or Degree in Computer Information Systems or related program is preferred - 0-1 years of experience in Customer Service, software/IT support, or as a skilled user of enterprise software - Demonstrated aptitude for troubleshooting technical problems - A general understanding of servers, networks, enterprise software, and data integration between enterprise applications - Experience with enterprise software in a support or advanced business user role is strongly preferred - Familiarity with cloud/virtualized environments (such as AWS, Azure, DigitalOcean, or Google App Engine), relational databases, SQL queries, basic syntax, and C# or Java code is preferred - Experience with reporting from enterprise applications and data warehouses is preferred - Basic Linux command line skills are preferred - Ability to create and edit HTML and embedded CSS, particularly for use in emails, is preferred - Successful candidates must be able to demonstrate their experience designing and implementing information access solutions on Windows OS using the following tools: Visual Basic, C++, SQL Server, Access, ASP, ASP.Net, C#, JavaScript, HTML and CSS OR the ability to create and run SQL queries, make minor changes to Java code, and create or modify HTML documents What you can expect from us! - Award-winning culture that fosters growth, diversity and inclusion for all - Paid day off for your birthday - Free LinkedIn Learning subscription - Bi-annual performance-based bonuses - Continued education with our education reimbursement program - Flexible schedules - Free unlimited access to our refreshment stations (fully stocked with tea, coffee and other beverages) - Two paid days for volunteer opportunities - Free on-site Fitness center - Access to a ‘Tickets at Work’ membership - A free premium membership for ‘Headspace’; an app geared towards mental health and wellbeing - 401k Matching

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