Avenu Insights & Analytics

Full-stack Engineer

• Design, develop, and maintain core application logic using C#
• Build and support Windows desktop applications using WinForms
• Develop and optimize SQL Server database objects including stored procedures, queries, and schema design
• Troubleshoot and resolve complex production issues across database, application, and UI layers
• Work within and improve complex legacy systems while maintaining production stability
• Contribute to ongoing enhancements and modernization of existing client/server applications
• Collaborate with QA, Product, and cross-functional teams to deliver high-quality releases
• Participate in code reviews and contribute to improving development standards and practices
• Support testing efforts and improve deployment and release processes
• Perform other duties as assigned

Software Engineer

Support Engineer

• Field Incoming EUC request from end users by either phone, self-service, or other standard communication channels; thoroughly documenting customer needs / issues within the service tracking tool.
• Resolve Incidents and Requests based on known solutions using various support and remote login tools;
• Utilize, create and maintain Knowledge Base articles used in troubleshooting, resolving and routing incident and requests.
• Partner with other IT functions to assist in support of customers; routing incident/request tickets, working directly with other staff to facilitate service and investigate issues.
• Creating, maintaining and retire user access and login accounts and application access.
• Act as a liaison between customers and technical escalation teams

Desktop Support Engineer I – On-Site

Customer Success Manager

• Lead designated territory and provide end-to-end renewal execution support to ensure customer retention and annual revenue and growth targets.
• Spearhead renewal negotiations and drive incremental revenue.
• Connect with customers regularly both virtually and in-person to become a trusted advisor.
• Establish strong relationships based on knowledge of customer requirements and commitment to value.
• Encourage all accounts to become Neumo references.
• Develop effective and specific account plans to ensure revenue target delivery and sustainable growth by driving Demand Generation, Pipeline and Opportunity Management strategies.
• Leverage internal Neumo resources to navigate contract creation, pricing, closing and bookings.
• Ensure effective Pipeline planning - Follow a disciplined approach to maintaining a rolling pipeline.

Customer Support

• Answers inquiries from customers about services and programs offered by Neumo
• Explain processes and procedures for loading, and changing material associated with various self-service terminals
• Performs research to respond to customer inquiries
• Provides accurate, timely information meeting the customer’s needs through problem resolution
• Escalates customer issues or concerns to next level support and/or management as appropriate
• Maintains customer confidentiality while complying with privacy regulations
• Professional and solution oriented
• Learn, retain, and apply information about programs and services
• Comprehension of virtual assistance
• Remotely access equipment to troubleshoot and resolve hardware and software issues
• Dispatch field technicians
• Perform other duties as assigned

Customer Care Technician – Bi-Lingual

Business Analyst

• Responsible for analyzing customer requirements and the analysis of information/data.
• Responsible for understanding the pension business needs of the client and identifying how best to meet those needs.
• This includes working with the business and the technology areas to gather requirements for development and management.
• The role leads the effort to analyze, validate and document the business and system requirements.
• Acts as a bridge between the business and the IT groups, and is accountable for a technology solution that supports the business request or opportunity and is based on the enterprise architecture.
• Assists in designing, modifying and creating business processes that will be used to implement the business transformation solutions.
• This is done through research and fact-finding combined with a basic understanding of applicable business processes, systems, and industry requirements.
• Provides input to improve overall efficiency and processes.
• Perform other duties as assigned.
• Maintain a high level of client relationship management.
• Act as liaison between clients, other service providers and programmers to further develop and foster the client relationship.
• Provide daily support to clients during system development and implementation, including telephone support / contact for clients.
• Participate in regular client status meetings including assisting with status reports, meeting notes, etc as determined by client's needs.
• Manage multiple clients and tasks and prioritize work as required.
• Send correspondence to clients.
• Participate in upgrade or new implementation projects from beginning to end or parts of a major project.
• This will include estimating and quoting work in conjunction with Programmers.
• Participate in sessions with client to collect business requirements (JAD).
• Provide client training.
• Analyze complex business and pension requirements, user requests for system modifications / enhancements or error corrections; propose possible solutions for review by Senior team member, and document solutions in functional specifications in conjunction with programmers.
• Analyze plan documents and prepare and/or peer review specifications.
• Draft release notes and update delivery documents.
• Assist with monthly support and maintenance updates if required.
• Follow CPAS standard practices and procedures in selecting methods and techniques for obtaining solutions and meeting deliverables.
• Setup client and plan rules in CPAS v5 products with support
• Ensure the system meets legislative compliance and accuracy standards.
• Formulate quality assurance standards / programs for client installations.
• Document and maintain problem logs.
• Write comprehensive test plans as needed for upgrades / changes.
• Test template application, custom work, defect fixes etc providing QA of the system.
• Enter, update defects in the CPAS Quality system
• Demonstrate a financial accountability to up sell and encourage clients to configure additional CPAS functions.
• Contribute to the client invoicing process through timely, accurate and detailed tracking in the CPAS Quality system.

Software Engineer

Desktop Support Engineer I – On-Site

Customer Success Manager

Customer Care Technician – Bi-Lingual

Business Analyst Level III