Software Support Engineer

3 days ago

Overland Park, Kansas, United States Ad Astra Full time
About Ad Astra

At Ad Astra, we're revolutionizing higher education by harnessing the power of cutting-edge technology. Our mission is to empower students to achieve timely completions, and we're building a cloud-based software platform to make it happen.

Our Core Values
  • We Cultivate Talent: Our teams are empowered to succeed by recognizing and leveraging their unique strengths.
  • We're Unassuming: We're happy to let others take the spotlight, and we're not afraid to roll up our sleeves.
  • We're Passionate: We're deeply committed to protecting the value of higher education and making a meaningful impact.
  • We're Pioneers: We're not afraid to try new things and push the boundaries of what's possible.
  • We Have Grit: We persevere through challenges and learn from our failures.
About the Role

We're seeking a highly skilled and motivated individual to join our team as a Software Support Specialist. As a key member of our support team, you'll provide top-notch support to our clients, troubleshoot complex issues, and collaborate with internal resources to deliver exceptional results.

Responsibilities
  • Troubleshoot complex client issues and provide expert consultation on findings.
  • Ensure that standard methodologies and processes are followed to effectively assess issues and provide solutions.
  • Apply system analysis and procedures to determine hardware, software, or system specifications during the support process.
  • Partner with internal resources to establish short-term and long-term solutions for client issues.
  • Manage a personal queue of application support issues.
  • Use internal research, client conference calls, and collaboration with cross-functional teams to resolve issues in a timely manner.
  • Be knowledgeable of and adhere to internal regulations while supporting our cloud-based, hosted solutions for cloud customers.
  • Assist in the creation and maintenance of Support Center and Community content to provide proactive support to the client base.
  • Maintain and strive to exceed team and company goals.
Technologies
  • Office 365 Outlook Suite, Excel, Teams, etc.
  • Zendesk
  • MySQL/SQL Workbench
  • Postman/Similar (HTTP/JSON)
  • Confluence
  • JIRA
  • Salesforce
  • Crystal Reports
  • Zoom
Benefits Highlights
  • Competitive Compensation and Benefits Package
  • 401(k) with profit sharing
  • Flexible Time Off
  • Office dog

Ad Astra Information Systems, LLC. is an equal opportunity employer and values diversity. All employment decisions are based on qualifications, merit, and business need.

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