Enterprise Software Support Specialist
5 days ago
Talent Leverage is seeking a skilled Enterprise Software Support Engineer to join our team. As a critical component of our customer service promise, this role will play a key part in ensuring our customers receive exceptional support for our enterprise iOS application powered by Microsoft Azure Cloud.
Key Responsibilities:- 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
- Owning incidents reported by customers and ensuring 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 PowerBI, and/or Crystal Reports
- Proficiency in troubleshooting complex technical issues
- An inquisitive personality and eagerness to learn new technologies
- 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
- Fluency in Spanish
Benefits Offered: 401k, Unlimited PTO, Medical, Dental, Vision
Employment Type: Full-time
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