Primary Duties and Responsibilities:
- Serve as a single point of contact while effectively and cooperatively providing superior customer support and problem resolution
- Create service requests and properly document all customer interactions and troubleshooting actions in the department's case management system
- Provide tier 2/3 functional and technical support on software solutions
- Configure and implement new functionality in the software solutions
- Log, prioritize, research, and accurately resolve complex customer inquiries and problems in a timely manner while meeting or exceeding SLAs
- Provide detailed reporting, identify functionalities, and provide status updates on identified issues internally and with the client until the customer support case is resolved
- Assist in new implementations, installations, upgrades and migrations of existing customers systems
- Investigate issues with customer IT systems such as: SSO, LMS, SIS, HRIS
- Provide basic technical and web application training to new customers when required
- Communicate and coordinate with internal departments when addressing software bugs or new releases
- Occasionally perform Quality Assurance tasks for testing of new software versions
- Follow procedures, and continually improve internal processes for maintenance of solutions that are in production
- Collaborate with developers and QA team for high quality, delivery on time
Skills and Competencies:
- Exceptional Customer Service Focus
- 1-3 years’ experience in IT related field
- Minimum 1 year's customer support/technical support experience with enterprise software
- Relevant technical work experience, deploying web applications in IIS including server and network administration.
- Experience with system integration, good understanding of product architecture, infrastructure components, databases, cloud systems, and virtualization
- Strong analytical problem solving and decision-making skills
- Experience working with multiple stakeholders in a problem-solving environment
- Exceptional communication skills, both oral and written with client interaction experience at executive levels
- Ability to handle difficult or sensitive situations with diplomacy and tact
- Excellent time management and organizational skills
- Creative, self-motivated, with good interpersonal skills
- Ability to work independently and as part of a team
- Attention to detail
Technical Skills:
- Experience with SQL/Oracle Database querying and with MS Excel
- Setup and administration skills for MS Windows servers, MS SQL Server installation and configuration
Qualifications/Requirements:
- Verbal and written communication skills in English for use in communication with global offices
- Passion for helping customers with strong customer service skills
- Technical or Business Diploma in related field
- Experience working with Microsoft Server, MSSQL, IIS, Certificates, Email delivery troubleshooting.