The L2 Application Support Engineer is responsible for resolving customer issues in an efficient and effective manner. This person will work on requests, changes, and incidents based on client issues, using the documentation and procedures that are in place.
WHAT YOU GET TO DO- Provide technical Level 2 support and assistance to all Global Level 1 Customer Support teams
- Work independently in addition to being a contributing member of a team that is distributed in multiple locations globally
- Create relationships and collaborate with peers and managers to answer more complex customer questions
- Provide technical support for customers/internal resources who use PrimeRevenue SCi Supplier products via phone, chat, or email
- Learn and utilize specific software tools and problem-solving strategies to solve for customer issues and continuously improve PrimeRevenue Customer Support processes
- Act as a customer advocate by reporting product improvements and enhancement requests and be able to own and drive resolution of customer issues, define resolution action plans, and follow through to case closure
- Communicate problem resolution action plans and statuses to customers in a professional and timely manner and be able to own the support relationship
- Provide innovative ideas to satisfy customer requirements in a fast-paced, highly energetic, fun and performance-driven culture
- Facilitate the escalation of critical customer issues by coordinating activities among various groups and departments
- Timely and appropriately escalate support issues with fully documented steps that have been followed to resolve the issue
- Adapt communication style to match the customer's needs. Diffuse emotional customer situations effectively and recognize when to escalate the matter
- Work on assignments that are routine or semi-routine in nature. Follow standard practices and procedures
- Write professional, succinct, and accurate emails and communicate verbally in a clear, concise, and understandable manner.
- Work closely with other teams to improve the quality and accessibility of the products.
- Act self-sufficiently to identify solutions despite high degrees of ambiguity and uncertainty
- Understand and comply with work instructions, process documents and technology tools
- Actively identify, contribute to, and facilitate business impacting continuous improvement efforts
- Participate in all training activities
WHAT ARE WE LOOKING FOR?- Bachelor's degree in Computer Science, MIS or related field
- Minimum two years' experience in a customer data integration and production environments
- Minimum two years' experience in a production technical operations environment
- Minimum two years' experience with Microsoft SQL Server and queries scripting
- Proven ability to establish, develop, and manage relationships with cross-functional internal and external teams.
- Demonstrated effective communication skills using different approaches such as phone, presentations, videoconference, and in person
- Demonstrated ability to approach challenges with a "consultative" perspective
- Demonstrated ability to identify the needs of the customer and define alternative solutions
- Strong computer skills - Windows server, SFTP/FTP/FTPS services, encryption protocols (PGP, AS2), SSH
- Strong operational/technical skills - Microsoft SQL queries, scripting, and networking technologies
- Application knowledge - Microsoft Office, SalesForce, Quest
- Strong and advanced troubleshooting, discovery and listening skills
- Financial services payment file formats/processing, a plus
- Methodical approach to problem solving with strong attention to detail in a fast paced, deadline driven environment
- Capable of working independently, but willing to ask for help when needed
- Capable of quickly developing knowledge in other areas
- Startup/high-growth technology firm experience is a plus
