Support Services Specialist

ABOUT THE POSITION

The Support Specialist is responsible for providing technical support for Sentact Solutions and our clients. Sentact takes customer service very seriously and strives to be a market leader in both the quality, and responsiveness to customer issues. General Responsibilities include working with internal and external customers to troubleshoot, document, identify root cause, and resolve technical problems, build and maintain business analytics and reporting needs, and assist Sentact internally with quality assurance and release efforts.

The ideal candidate will be highly motivated and have a passion for technology, client relationships, and problem solving.  Sentact solves unique and complex problems for our clients regularly and is always looking for people who are passionate about solving them as a team. We are looking for candidates who are self-motivated, entrepreneurial, and dedicated to working as a team to provide the best results for our clients by taking ownership of their part in Sentact’s success.      

ESSENTIAL DUTIES & RESPONSIBILITIES

• Invest in becoming a product expert of Sentact supported products and technologies


• Identify, document, and confirm product defects by taking part in Sentact Quality Assurance


• Work with all levels of support to document resolutions and continually drive first call/first touch resolution


• Interact with customers, partners, field teams, and software developers to provide technical advice and assistance and reporting customer feedback and requirements


• Participate in root-cause analysis, communicate options for resolution and provide recommendations to customer-facing technical problems by prioritizing, researching, and troubleshooting to resolve or escalate technical issues. 


• Identify workarounds and communicate to customers.


• Contribute to documentation of technology best practices and departmental improvement


• Perform data entry and report maintenance, as directed


• May assist in client implementation, configuration, and coordination of the onboarding process


• May be involved in deployment or training opportunities internally and with customers


• Duties and technical issues may sometimes require extended work hours, including weekend and holidays with a rotating on-call schedule

KNOWLEDGE, SKILLS & ABILITIES

• Solution Oriented, defined by a willingness to solve problems in an innovative and resourceful way


• Strong collaboration skills demonstrating teamwork and written and oral communication


• Process improvement and ownership of work through strong organization and accountability


• Autonomous and Self-motivated; able to work under pressure to deliver high-quality solutions


• Agility to fluidly change and balance priorities as the business and client needs change


• Familiarity with networking, databases, and mobile applications


• Ability to make sound decisions based on customer needs and product knowledge


• Ability to express understand complex technical concepts


• Ability to diplomatically deal with upset or challenging customers

DESIRED SKILLS/EXPERIENCE

• High School Diploma or Equivalent Required.  Bachelor’s degree in related discipline preferred


• 1-2 years product or technical support experience or commensurate customer service experience


• Proficiency in:     
  
  
  
  • Microsoft Office Suite
  
  
  • CRM Tools
  
  
  • Helpdesk Support Software
  
  
  • Database Solutions
  
  
  • Remote access tools – Citrix, VPN etc.,
  
  
  
  


• Travel may be required