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Support Engineer PivotLink
This position will be responsible for the ongoing user support of the PivotLink suite of products and delivering training to customers as needed.Area of Responsibility:
Handle daily service/calls requests
Monitor accounts daily for problems
Troubleshoot and diagnose application issues
Work with operations personnel to escalate hardware or infrastructure issues with the application
Work with customers to investigate, identify and resolve data issues
Actively participate in creating standards and repeatable processes
Work with the development team to resolve issues
Provide off hour support via pager duty
Provide training to clients in the use of the tool in relation to support issues
Motivating and inspiring the team to surpass their potential
Improving the team and facilitating the communication among the members of team
Monitoring, organizing, and coaching team on a day-to-day basis
Handling escalated calls, complaints, questions, and queries as necessary
Qualifications
Customer relations experience required; technical customer support experience is preferred
Experience implementing and managing business intelligence and/or enterprise database reporting solutions
Thorough knowledge of data modeling concepts (ERD), architectures, design principles (OLAP), and data transformation (ETL).
Thorough knowledge of design and integration principles related to complex databases
Ability to translate complex technical terminology, concepts and issues in terms understandable to technical and non-technical management and staff
Ability to solve practical problems where only limited standardization exists. Ability to interpret a variety of written or verbal instructions.
Skills
Excellent written and oral communication skills
Ability to effectively communicate with senior management as well as with those from computer science and business backgrounds
Ability to develop strong interpersonal professional relationships
Ability to maintain effectiveness in a dynamic environment with high degree of change and complexity
Intermediate skills in using NetSuite for case management
Working knowledge of time tracking in OpenAir
| Location: | 15325 SE 30th Place Suite 300 Bellevue, WA 98007 United States |
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PivotLink
Investors: Emergence Capital Partners, Trident CapitalAll Jobs: at PivotLink
| Web Site: | www.pivotlink.com |
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| Headquarters: | 15325 SE 30th Place Suite 300 Bellevue, WA 98007 United States |
| Industry: | IT Services |
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