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Application Support Specialist

2 months ago

St Louis, United States Datix Full time

Datix, the industry expert for ERP integrations, is looking for an Application Support Specialist to help our team implement and monitor customer integrations for our Unity integration product line. If you describe yourself as the following, this is the perfect opportunity for you

  • Do you have a drive to be the expert in the room?
  • Do you have an itch to learn more and utilize systems and software to improve efficiencies in your work?
  • Are you able to best explain solutions to problems by providing direct, factual information supported by data?
  • Do people rely on and trust you because they know they can count on you to deliver from start to finish?
Duties Include:
  • Answer phone/emails for incoming Unity Support tickets
  • Monitor all live solutions and address errors (solve, report back to customer, add to bug/issues)
  • Functional tests on Unity Sales packages
  • Communication with customer for connector upgrades
  • Scheduling and coordination with customers for integration maintenance
  • Gathering feedback from customers live with Unity and compiling that for product enhancement list
  • Provide feedback from implementing Unity for product enhancements
  • Mapping for projects
  • Functional testing for projects
  • Perform demonstrations of the Unity product line to prospects with Sales and Sales Engineering Support
  • Managing licensing and renewals for all active Unity customers
  • Managing login and connection information for live Unity customers
  • Transition at project close to support
  • Prioritizing incoming Unity Support cases and classifying issue level
  • Documentation in KB for all known bugs/issues with live integrations
  • Coordinating shut off / down time of integrations due to server reboots, restore of test environments
  • Escalation of cases when necessary
  • Determining that the outcome of integrations has met the customer needs