Technical Support Specialist I (13-0097) Appriss
THIS JOB HAS EXPIRED DescriptionSummary
Provides support and service for Appriss?s product lines, includes researching, problem identification/solving and recommending changes. Resolves incidents and service requests based upon impact, priority and service level. Completes all other assigned projects and duties as requested.
oComputer Science Degree or equivalent experience
Knowledge, Skills, Abilities, Experience, or Characteristics
oExperience troubleshooting application processes.
oDatabase analysis tools.
oCustomer service role supporting Windows or Linux based applications.
oExcellent verbal and written communication skills.
oStrong analytical/problem solving skills.
Helpful / Preferred
oITIL Training, CCNA, Network Plus, Six Sigma and/or ITIL/ITSM, customer service experience.
oDatabase query experience (MSSQL and/or Oracle)
oDatabase programming experience (T-SQL and/or PL/SQL ).
oCompTIA training or certification.
oSupport center/call center experience.
Functions and Responsibilities (?in addition to other duties as assigned)
1.Support Appriss provided products and services at a Tier 2 level as defined through hands-on training, documented processes and knowledge transfer.
2.Provides exceptional customer service by meeting required Service Level Agreement (SLA) standards for response to their request and will be required to handle over flow Tier 1 inbound calls and email inquiries.
3.Will work within Appriss?s frame work for the purposes of meeting defined SLA standards.
4.Will be trained on Appriss provided tools for performing daily assigned duties.
5.Will be trained on Appriss?s services; data export and import, notification platform, application platform, business services platform and system monitoring to meet the daily assigned duties.
6.Will work an agreed upon schedule and will participate in an on-call rotational schedule.
7.Will be required to create, identify, update or request updating of documented processes and knowledge for the purposes of continued service improvement.
8.Will be required to become proficient in working with Windows OS, Linux and networking fundamentals to perform daily assigned duties and for the purposes of professional growth.
9.Will be required to attend all applicable Appriss provided training.
10.Possess strong customer service skills, work as a self-starter, be self-motivated and a team player.
Physical and Mental Requirements
Job is physically comfortable; individual has discretion about walking, standing, etc.
Job requires a very high level of judgment, exceptional analytical ability and creativity in investigating major problems that require original and highly innovative solutions. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
Some travel may be involved for both training and customer facing issues.
The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.
||10401 Linn Station Road |
Louisville, KY 40223
THIS JOB HAS EXPIRED