Alliance Enterprises, Inc. · 3 hours ago
Technical Customer Service Specialist, II
United States
Full-time
Onsite
Entry, Mid Level
2+ years expAlliance Enterprises, Inc. is seeking a Technical Customer Support Specialist II to provide resolutions to end-users by diagnosing questions and guiding customers through solutions. The role involves troubleshooting a proprietary case management system, assisting customers with system updates, and leading software demonstrations for current and potential clients.
Software
Responsibilities
Troubleshoot support issues of a proprietary case management system
Utilize internal and external tools to achieve a positive outcome for our customers
Assist 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
Coordinate and provide application and database operations triage support to troubleshoot and resolve functional and performance issues encountered in production, development, and test environments
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
Design, recommend, and implement procedures necessary to save, retrieve, and recover databases from hardware and software failures
Lead internal and customer calls where subject matter expertise is needed
Qualification
Required
Required to participate in daily scrums
Required to participate in weekly Support triages
Knowledge of the principles, practices, and techniques of computer databases, programming, and systems design
Knowledge of computer operations, systems, and procedures
Knowledge of computer database application systems and programming languages
Experience in data processing flowcharting techniques, database structures and theories, and current database technologies
Experience in data analysis, evaluation, and testing techniques and protocols
Skills in problem solving and critical thinking; and in the use of a computer and applicable software
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
Bachelor's degree in computer science, management information systems, related field, or equivalents years of experience
2-4 years' experience in customer support
Previous experience supporting proprietary database software
Experience in computer systems, data analysis, or database development and maintenance work
3+ years' experience in software development in a business environment
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
Company
Alliance Enterprises, Inc.
Alliance Enterprises is a computer software company offering technology based solutions.
51-200 employees
Funding
Current Stage
Growth StageLeadership Team
Lisa Gifford
CEO
Rick Gifford
Founder & Chief Technology Officer
Company data provided by crunchbase