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Software Support Specialist

OVERVIEW

We are seeking a Product Support Specialist to join our Product group. This role will assist in all aspects of product support; data management/integration, configuration, issue resolution, and training. Other duties include analytical and organizational process support and business analysis. Will assist in product development, and bringing the voice-of-the user for Product roadmap.

ESSENTIAL FUNCTIONS

  • Product support
  • Resolution of End-User support issues
  • Provide training on product, tools, techniques and business practices
  • Participate in the development and distribution of best practices and processes
  • Coordinate development work with appropriate IT resources when required analytical and organizational support
  • Assist in the development, documentation, and support of critical operating processes
  • Coordinate workflow and handoffs between client team and IT
  • Demand log oversight
  • Coordinate with Product Manager and Product Operations Manager for various new product releases
  • Assist in defining and documenting business needs, functional requirements and best practices.
  • Manage/Support QA process for product enhancements

 

EDUCATION AND EXPERIENCE

  • Bachelor’s degree in business related field preferred
  • Excellent academic record
  • 2 - 3 years of relevant experience working with product support
  • Experience in managing simultaneous tasks from inception to successful completion
  • SQL database experience preferred
  • User Acceptance Testing experience
  • Candidates who have worked with Salesforce Applications preferred
  • SQL Server skills – understand basic structure of fields, tables, etc. and be able to write queries
  • Understanding of databases (dataflow & linkage) and data management
  • 1-2 years experience in data and business analysis

KNOWLEDGE, SKILLS, AND ABILITIES

  • Excellent communication skills
  • 2-3 years application configuration experience with the ability to learn new applications quickly
  • Excellent problem-solving skills
  • Self-starter ready to learn about the application, provide an excellent customer experience and work with teams to identify and resolve issues
  • Strong attention to detail with focus on quality of work
  • Relationship management and communications experience
  • Customer service focus
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