Technical Customer Service Specialist, II
Aspire Software
full-time
Posted on:
Location Type: Remote
Location: Washington • United States
Visit company websiteExplore more
About the role
- 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
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
database managementdata analysisprogramming languagesdata processing flowchartingdatabase structuresdatabase technologiesrelational database management systemssoftware development life cyclenetworking knowledgeMicrosoft SQL Server
Soft skills
problem solvingcritical thinkingcommunicationcustomer supportadaptabilitytime managementteam collaborationpresentation skillsproactive issue identificationdocumentation skills