Technical Support Specialist

1 week ago


White Plains, New York, United States Aspire Software Full time
Job Description

We are seeking a skilled Technical Support Specialist to join our Aspire Software team. As a key member of our Client Support Team, you will be responsible for providing top-notch technical assistance to our clients.

Key Responsibilities
  1. Client Support: Answer client inquiries, resolve issues, and provide expert guidance via phone, email, and connected sessions.
  2. Troubleshooting and Resolution: Analyze bugs, identify root causes, and provide solutions to complex technical problems.
  3. Documentation and Follow-up: Record issues using designated software tools, complete next steps, and ensure timely resolution.
  4. Communication and Collaboration: Foster excellent communication skills, both written and verbal, and work closely with clients, QA, Development, and Account Management teams.
  5. Proactive Improvements: Identify potential issues, propose improvements, and enhance team effectiveness.
  6. Data Analysis and SQL: Build SQL queries, optimize in-application SQL statements, and use data to resolve issues.
  7. Database Management: Control data quality, perform remedial actions, and manage product provisioning, installation, and maintenance.
  8. Software Configuration and Testing: Configure WeSuite software, deploy and test client documents, and perform application and database testing.
Requirements
  • Relevant Experience: 3+ years of direct enterprise software application customer support experience.
  • Troubleshooting and SQL Skills: Proven troubleshooting and resolution skills, as well as expertise in SQL Server and database management.
  • Excellent Communication Skills: Excellent written and verbal communication skills, with the ability to interpret data and communicate technical information to clients.
  • Zen Desk Experience: Familiarity with Zendesk and other software tools is a plus.


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