Product Specialist / Support Specialist I
November 2013 — Present
Communicate with clients to troubleshoot issues and determine appropriate resolution.
Knowledge of Microsoft SQL coding including the ability to read existing coding.
Understand basic network connectivity including experience with VPNs, FTP, and SFTP.
Detail oriented with strong organizational skills, ability to multitask and work in a dynamic, fast paced environment.
Maintain a professional attitude and provide excellent customer service at all times
Provide telephone support, remote access, and written correspondence to customer contacts for supported software.
Provide problem resolution by actively troubleshooting with customer contacts to determine the full scope of the reported issue. Follow documented service level guidelines to determine appropriate priority and service levels while documenting ALL activities using case tracking software
Maintain a thorough understanding of technical support practices such as ticket documentation, service level agreements, statistics and escalation processes.
Quick learner, self-starter, and show the ability to work independently and as part of a team.
Client focused, a team player, and the ability to manage multiple tasks with minimal supervision.
Able to communicate to clients in a manner that can be understood regardless of their technical ability.
Experience with the following software programs: HEAT, Crystal reports, Microsoft Visual Studio (Reporting Services), Citrix, Microsoft SQL Server, and various other Microsoft Operating Systems