Client Services Support Specialist
7 days ago
Ranked Top Workplaces in San Diego in 2021, we live and work by our core values of integrity, collaboration, innovation, respect, and service.
Corelation cares about each employee, which is exemplified through its competitive pay and outstanding benefits package. We have a generous 401K retirement plan, an extensive paid time off policy, and one of the best company cultures out there.
Job SummaryWe are seeking a highly skilled Client Services Support Engineer to join our team. As a key member of our Tier 2 support team, you will be responsible for handling technical escalations and advanced inquiries that require increased access and/or knowledge.
Responsibilities- Serve as escalation point for the functionality support (FS) jira project
- Aid in the research (data gathering, analysis, testing, advanced troubleshooting etc.) and resolution of Help Desk tickets
- Serve as a key decision maker in the prioritization of functionality support (FS) jiras
- Ensure prompt resolution is provided whenever possible, and prompt escalation is completed whenever required.
- Serve as a highly technical resource and mentor to the Client Services Specialists
- Interface between the Client Services Specialists and development
- Collaborate and cross-train with Tier 3 development team
- Maintain a solid understanding of the KeyStone product at large and an in-depth understanding of specific technical tasks.
- Ensure the requisite records of all client requests and resolutions are documented and maintained through the Help Desk system.
- Provide in depth demonstrations, training and discussions of system functionality to Client Services Specialists as needed.
- Assist in client preparation for system releases and changes.
- Performs other duties as assigned.
- Five to six years of similar or related experience
- Strong technical skills
- Excellent interpersonal skills and multitasking abilities
- Exceptional written and verbal communication skills
- Ability to take the initiative and adapt
- Ability to understand and solve technical issues with little guidance
- Advanced proficiency in determining root cause
- (1) A college degree (non-technical discipline) or (2) multi-craft skills acquired through extensive on-the-job training or apprenticeship programs or (3) in-depth industry and job specific technical skills acquired through a combination of formal instruction and on-the-job training.
With your technical expertise and excellent communication skills, you will be able to effectively support our clients and provide them with the best possible experience. If you are a motivated and detail-oriented individual who is passionate about delivering exceptional customer service, we encourage you to apply for this exciting opportunity.
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