Enterprise Software Support Specialist
3 days ago
Enterprise Software Support Engineer
Talent Leverage is seeking a highly skilled Enterprise Software Support Engineer to join our team. As a critical component of our promise to provide exceptional service to our customers, this role is responsible for resolving complex technical issues and providing top-notch customer support.
- Determine root cause analysis and resolution or request escalation when required
- Work directly with developers to resolve complex problems
- Communicate clearly with customers and set expectations throughout the incident resolution life cycle
- Document issues, symptoms, and findings from research through Zoho Desk
- Create knowledge base articles for commonly recurring issues
- Assist customers in creating custom reports
- Test functionality of new and existing software alongside our QA team
- Build and foster long-term relationships with our customers
- Own incidents reported by customers and ensure problems are resolved within established SLAs
- Strong verbal and written communication with a customer-friendly attitude
- Understanding of web and mobile applications utilizing backend databases
- Strong analytical and troubleshooting capabilities for complex problems
- Demonstrated proficiency with MS SQL, including the ability to trace complex stored procedures
- Proficiency with reporting tools such as Jasper, Microsoft Power BI, and/or Crystal Reports
- Proficiency in troubleshooting complex technical issues
- An inquisitive personality and eager to learn new technologies
- Must be a fast learner and very detail-oriented
- Excellent time management skills
- Ability to lead by example
- Zoho Desk administration and reporting experience
- Experience with WMS systems
- Experience with ERP systems
- Understanding of general warehousing, inventory, accounting, distribution, and manufacturing principles
- Fluent in Spanish
- Speak and understand English
- Excellent interpersonal skills and solid communication
- Able to multitask, prioritize, and manage time efficiently
- Self-motivated and self-directed
- United States (required)
Westminster, CO, USA
401k, Unlimited PTO, Medical, Dental, Vision
Full-time
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