Software Support Specialist 1

Strategic Link Consulting - Kennesaw, GA (26 days ago)3.3


Strategic Link (SLCHQ.com) is looking for a Software Support Specialist I to assist clients and internal users of our proprietary software system. This position utilizes SQL, HTML and XML to research and resolve issues, analyze data and provide services for our highly-transactional applications, APIs, reports and third party interfaces.

We’re looking for technical problem solvers who are as comfortable discussing the front end of a web-based application as they are with the complex data flows and technologies interacting behind the scenes. This is neither an IT helpdesk nor a DBA position but components of each are useful in determining the root cause of perceived issues. This position participates in a rotating, compensated, emergency on-call response center.

Responsibilities

  • Develop an extensive working knowledge of the SLC product suite.
  • Provide world-class end-user application support via phone and email
  • Review, assess and complete customer service requests for technical support and escalate to Tier 2 support if needed.
  • Facilitate problem-solving between end user and SLC development staff
  • Participate with SLC development staff in testing new releases of the product
  • Creating support documentation to help streamline problem solving and call resolution
  • Monitor application status and provide support for issues related to the software.
  • Create and update trouble tickets as required by standard procedures.

Essential Skills and Experience:

  • Associates Degree or equivalent work experience is required
  • 2+ years of combined customer service and software experience
  • Ability to communicate professionally by phone and email
  • Ability to cultivate positive working relationships with customers and coworkers
  • Ability to effectively organize and maintain customer data
  • Analytical and troubleshooting skills
  • Experience diagnosing problems with software products (preferred)
  • Experience writing SQL in SQL Server or other RDBMS is a plus
  • Self-motivated to continually improve operations when inbound requests are slow.
  • Experience with lending, payments, credit or other FinTech services is a plus.
  • Ability to work nights, weekends and holidays if needed

Job Type: Full-time

Experience:

  • XML: 2 years (Preferred)
  • diagnosing software tool: 2 years (Preferred)
  • SQL: 2 years (Preferred)
  • Troubleshooting: 2 years (Preferred)

Education:

  • Associate (Preferred)

Work environment:

  • Office

Communication method(s) used:

  • Email
  • Phone
  • Chat