Customer Service Specialist II

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 on-premise and 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 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 Conduct peer reviews on Customer Support Specialist I work Lead internal and customer calls where subject matter expertise is needed Required Skills and Abilities Required to participate in daily scrums Required to participate in weekly Support triages 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 High school diploma or GED required Associate Degree or equivalent years of experience 2-4 years’ experience in customer support Previous experience supporting proprietary database software 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