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 

Requirements

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