- Salary
- $72k – $90k
- Location
- US/Carrollton, TX or Watertown, WI
- Type
- Full-time
- Department
- IT
- Source
- Pinpoint
Description
Software Support Specialist- Watertown WI or Carrollton TX
Department: Engineering
Employment Type: Permanent - Full Time
Location: US/Carrollton, TX or Watertown, WI
Reporting To: Manager, Software Support
Description
Software Support Specialist is a member of the 2nd tier software specialist team, which provides expertise to customers, frontline service teams, Product Support Specialist teams, Product Management, Sales, and Training.
Key Responsibilities
· Software Support Specialist is a member of the 2nd tier software specialist team, which provides expertise to customers, frontline service teams, Product Support Specialist teams, Product Management, Sales, and Training
· Investigate reported issues through analysis of application logs, database logs, and server logs
· Recreate issues for verification and analysis enabling quick resolution for the customer or for further escalation as needed
· Document installation, configuration, and support of software products.
· Maintain a high level of knowledge on the products, data, and markets supported
· Take ownership of escalated issues and manage customer expectations.
· Analyze various reports to look for opportunities to improve the customer experience and drive customer satisfaction improvements
· Engage with customer during pilots and software product launches, ensuring customer needs are being met
· Partner with internal and external stakeholders to ensure goals are met.
· Ensures all tasks are completed upon within agreed upon SLA
· Other responsibilities and projects as assigned
Skills, Knowledge & Expertise
Education Level:
· Degree Qualified or equivalent; Computer Science, Business or relevant field
Qualifications:
· Three to five years related experience and/or training; or equivalent combination of education and experience
REQUIRED SKILLS AND COMPETENCIES
· Proven ability to troubleshoot complex systems and utilize available resources to resolve issues in a timely manner
· Extensive IT skills for the installation and testing of complex software solutions in Windows, Linux, Citrix, and Web environments
· Broad SQL skills
· Relationship building and presentations skills with customers and cross-functional teams
· Excellent problem-solving, analytical, and organizational skills are required to manage outstanding issues until resolution
· Highly self-motivated and directed, proactive, with keen attention to detail
· Excellent written, oral, and interpersonal skills
· Ability to work as part of a distributed virtual team across multiple time zones
· Familiarity with High Availability concepts such as load balancing, failover, and application servers
· Ability to manage special projects requiring coordination team members, customers, and other resources
· Knowledge of bank branch processes
· Knowledge of retail cash management processes
Job Benefits
Pay Range: $ 71,714 - $89,642 pay will be adjusted based on job-related factors permitted by law, such as experience and training; education; geographic location; licensure and certifications; market factors; departmental budgets; and responsibility.
Glory is proud to share that our benefit package ranks in the top 25% across the country!
Benefits:
- 401(k) Retirement Plan with Fidelity – 2.5% Base contribution paid toward your retirement by Glory even if you do not participate. Plus, Glory matches 3% up to 6% of your contribution
- Health insurance – 3 medical plans to choose from. High, Medium and Low deductible through Blue Cross Blue Shield
- MDLive – 24/7 Virtual Doctor plus a Nurse Line
- Dental insurance
- Vision insurance
- FSA / Dependent Care
- Voluntary Life Insurance
- Basic Life insurance and AD&D – Company paid
- Short Term Disability / Long Term Disability / Employee Assistance Program – Company paid
- Paid Vacation – start with a prorated amount of hours your first year depending on start date. 80 vacation hours earning your first full year and vacation hours increase based on years of service
- Paid Sick days based on City/State requirements
- Paid Holidays – 9 to 11 days based on start date
- Professional development assistance
- Education assistance
- Adoption Assistance
- Legal and ID Theft plans
- Annual Bonus opportunity
- Opportunities for internal promotions/career advancement
Skills
LinuxSQL