Valsoft Corporation

Compensation

Full Description

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 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