Application Support Specialist

Job Summary

Provide exceptional technical support services to customers, resellers and channel partners worldwide, resulting in a high level of customer satisfaction. Work closely with other internal departments such as operations, engineering and sales.

• Answer incoming phone calls to the support team, ensuring all customer contacts are thoroughly documented using an incident management system.
• Respond to new tickets raised in an incident management system, providing USEFUL update to the customer within SLA.
• Manages multiple tasks in a fast-paced environment using strong problem-solving skills, priority decisions and time management.
• Replication, documentation and escalation of any support ticket.
• New login creation, account modifications, login deletions and password resets.
• Review and update of known issues, knowledge bases and wiki pages to support any ticket.
• Application of SQL patches for Fin Tech & Vision clients.
• Database restoration using AutoUTL (Fin Tech & Calero
  
  MDM).
• Upgrades and patching of Connect clients (with assistance).
• Expansion of knowledge around Calero‘s entire product suite (Fin Tech, , Connect, Calero
  
  MDM and Pinnacle).
• May be required to support customers worldwide via live phone call in a 24/7 environment, as well as provide after-hours support dependent on demand.

• Bachelor’s degree in Computer Science preferred;
• Consideration may be given to a candidate with a degree in lieu of experience.

• 1-3 years customer tech support experience preferred

• An individual who can work under pressure, communicate efficiently and provide alternative solutions is likely to succeed.
• Knowledge of databases and SQL/Oracle
• Ability to learn new technologies at a fast rate.
• Effective communication skills; oral and written
• Extremely detail oriented
• Good understanding of telecommunication expense management or market data industries preferred