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Senior Software Support Representative Responsibilities:Provide expert and creative solutions to user problems of complex nature to ensure customer satisfaction and productivity, including independently handling all Level I and Level 2 calls and working with programmers if necessary to resolve Level 3 calls. Coordinate the resolution of user and support issues between the Support Team and Development Team to ensure timely distribution of knowledge and positive impact on customer satisfaction and productivity.Research, resolve, and respond to highly complex questions received via telephone calls, letters, faxes, or e-mails. Acquire and maintain expert knowledge of ExLogica products, current support policies, and methods of support delivery, in order to provide technically accurate solutions to users. Monitor response times on a daily basis and taking action as needed to ensure timely response of all support calls Lead and assist other support personnel in support of a major or complex issue. Develop and provide expert technical training, technical coaching, and providing a mentor to other support employees. Assist in gathering and analyzing user requirements and district, state, or federal reporting requirements and in developing software requirements documents. Review all Client Enhancement Requests and Reported Bugs for respective product to ensure accuracy and completeness. Coordinate with Support Lead all product alerts for respective product line. Assist with the Quality Assurance process, diagnose and troubleshoot problems, document and track software problems, and assist in the analysis of test results. Attend training sessions offered within the group and assist in training new personnel who join the department. Participate in team projects that enhance the quality or efficiency of support. Education and Experience: The ideal candidate will have, at minimum, a two-year technical degree or the equivalent in work experience and three to five years of prior related work experience, preferably including technical support of enterprise-level systems. Experience in K-12 administration and computer systems is a plus. The candidate will have an aptitude for providing positive customer service and good communication, problem solving, and technical writing skills. A high degree of technical proficiency in relevant operating systems, applications being supported, and/or languages is required. Network and SQL knowledge preferred. Submit resumes to careers@exlogica.com |
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