Technical System Support Specialist

Company:  Optimize Search Group
Location: Cordova
Closing Date: 30/11/2024
Hours: Full Time
Type: Permanent
Job Requirements / Description
Job Title: Technical System Support Specialist

Duration: Direct Hire

Location: Remote (Pacific Time Zone)

Position Summary:

The Technical System Support Specialist supports the needs of a-tune's global clients utilizing our tick@lab product. The activities range from installation and upgrade of the software, troubleshooting, to configuring the systems. In addition, they work directly with a client through a web-based portal providing assistance to the tick@lab software suite.

Essential Functions and Responsibilities:

Provides world class customer service for our international client base.

Installs and tests a-tune tick@lab software and conducts upgrades as needed; client environments could be on premise and cloud hosted.

Configures and maintains client's site including the setup of templates and reports; custom integrations and SSO configurations.

Monitors cloud hosted client environments; includes troubleshooting any issues.

Manages client issues; including prioritization and escalation; ownership of communication from start to resolution.

Maintains well organized and detailed records of client interactions and solutions on issues.

Communicates and coordinates with internal departments as needed on issues.

Collects and shares customer feedback and data for product improvement.

Conducts independent study to expand knowledge of the business scope of the software.

Provides technical training for client as needed.

Attends remote and onsite meetings with a customer staff to discuss project specifications and procedures, as required.

Travels domestically and internationally as needed.

Performs other duties as assigned.

Minimum Qualifications:

EDUCATION:

Bachelor's Degree or relevant experience.

EXPERIENCE:

3+ years proven success working directly with customers within a technology SaaS company.

Additional Skills/ Competencies:

Proficiency with LINUX/UNIX and/or Windows operating systems with database installations.

Proficiency with Windows Administration.

Proficiency with Webservers, prefer IIS.

Proficiency in Authentication; SSO and others.

Strong Knowledge of XML; preferred Knowledge with XML parsing.

Preferred of knowledge of relational databases; experience with SQL and the ability to write efficient queries.

Familiarity supporting Cloud/SaaS applications.

Familiarity with reporting tools (MSRS, List&Label).

Demonstrated ability to provide exceptional technical support, both internal and external.

Strong technical aptitude and excellent communication skills, both verbal and written.

Strong analytical and problem-solving skills.

Excellent time management skills, a strong sense of urgency and flexibility to handle critical cases.

Strong organizational skills and high attention to detail.

Ability to learn quickly with little direction or oversight.

Travel will be negligible.

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