Technical Support Specialist Level 2- SelectSite SciQuest
Job ID 2013-1948
Category Customer Support
Type Regular Full-Time
More information about this job:
Responsible for 2nd level technical support (6:00am-3:00pm) for various SciQuest product lines. SciQuest?s Support Analysts maintain a close relationship with key client contacts as well as utilizing their technical skills to resolve application issues. Support Analysts also play a key role in recommending new configurations to assist their customers in achieving organizational goals.
The chosen candidate will work closely with other members of the Client Partners, Professional Services team and Development teams to remediate reported client issues in a timely and professional manner. The ideal candidate will possess excellent communication skills, both oral and written. This is a challenging position that requires a team player with exceptional analytical skills.
Responsible for the successful technical analysis and resolution of client reported incidents related to software problems.
As part of the support team, perform technical troubleshooting, and data analysis to determine root causes of software problems. Define and implement problem resolution.
Work directly with clients to conduct analysis of technical configurations, integrations, data migrations and technical installations for client systems, in order to perform in-depth technical troubleshooting, and recommend appropriate work-around(s) and solutions. Includes analyzing and documenting requirements and rules and updating with enhancements or changes made.
Document all internal and external correspondence related to incident resolution. Document solutions, procedures and standards for clients as well as internal use.
Develop and maintain proficiency in the company's software solutions, solution methodologies, and core technologies.
Assists in training new team members on the product and support processes.
Participate in internal implementation transition meetings for new customers.
Develop and maintain assigned technical standards for use in client and internal projects. Typical standards include familiarization and use of cXML and Java. Trouble-shooting and documentation of integration with Client Systems such as Oracle, SAP, Ariba, PeopleSoft, etc.
Develop and maintain knowledge of procurement operations related to SciQuest's products. These include supply procurement processes, laboratory chemical, supplies and substance inventory management and tracking, and settlement processes.
Associate or Bachelor?s degree preferred
Ability to learn complex software
Ability to work on multiple projects under tight time constraints
Excellent analytical and problem solving skills
Ability to work both independently and as an effective team member
Preferred 3 years of experience in working with software applications in a client environment
Proficient in system analysis, procedure analysis, and problem resolution is required.
Business automation and workflow process development is desirable.
Proficient in the elements required in implementing software applications within a client's environment, including software configuration, determining business requirements, data initialization, data migration, system integration/data interface, and equipment and application installation and set-up.
Must be able to communicate technical solutions to customers and Sr. Management.
Strong communication, presentation, documentation and problem solving skills.
Strong XML and programming concepts (Java) preferred.
Shift Hours: 6:00am-3:00pm
SciQuest offers equal employment opportunities without regard to race, color, religion, sex (including pregnancy), sexual orientation, gender identity, national origin, age, disability, genetic information, veteran or military status and other protected class characteristics.
||6501 Weston Parkway |
Cary, NC 27513