Client Support Specialist - WeSuite

WeSuite is seeking a full-time Client Support Representative to report to its Client Support Team in White Plains, NY.

Job Responsibilities include:

• Answering Client support issues and working with clients via phone, connected session, and email.
• Troubleshooting:Analyzing bugs, resolving problems, and providing root cause analysis for errors
• Documentation and follow up:Recording issues using designated software tools, completing next steps, and following through resolutions.
• Communication:Providing technical expertise with Clients and being an excellent communicator, both written and verbal
• Collaboration:Building rapport and working with clients and others to engage clients. Interaction with: Quality Assurance, Development, Account management, other team members, and management
• Proactive improvements:Identifying and resolving potential issues before they become critical, and proposing improvements to enhance team effectiveness
• Building SQL queries for data analysis
• Helping write and optimize in-application SQL statements and queries
• Using data, generating and interpreting results to most accurately and quickly resolve issues
• Controlling data quality and providing remedial actions
• Assisting in the management of product provisioning, installation, and maintenance internally and with Clients
• Working with Clients to create, program, deploy, and test Client documents within the software application
• Preparing documentation and writing articles to publish in the client facing Knowledge Base
• Handling common database procedures such as upgrade, backup, recovery, and migration
• Performing application and database testing
• Becoming expert in the configuration and use of WeSuite software and supporting tools and systems

Requirements

Relevant Experience:

3 years plus direct enterprise software application customer support

Troubleshooting and resolution of issues

SQL Server and database management

Writing SQL queries

Microsoft Windows environment

User of Microsoft TFS

Crystal Reports

Use of Zendesk

Skillsets Required:

SQL Server and database management

SQL queries

Excellent communication skills both written and verbal

Data interpretation

Zen Desk experience a plus