Application Support Specialist

TELESOFT LLC DBA CALERO•Rochester, NY

About The Position

Provide exceptional technical support services to customers, resellers and channel partners worldwide, resulting in a high level of customer satisfaction. Work closely with other internal departments such as operations, engineering and sales.

Requirements

An individual who can work under pressure, communicate efficiently and provide alternative solutions is likely to succeed.
Knowledge of databases and SQL/Oracle
Ability to learn new technologies at a fast rate.
Effective communication skills; oral and written
Extremely detail oriented

Nice To Haves

Good understanding of telecommunication expense management or market data industries preferred

Responsibilities

Answer incoming phone calls to the support team, ensuring all customer contacts are thoroughly documented using an incident management system.
Respond to new tickets raised in an incident management system, providing USEFUL update to the customer within SLA.
Manages multiple tasks in a fast-paced environment using strong problem-solving skills, priority decisions and time management.
Replication, documentation and escalation of any support ticket.
New login creation, account modifications, login deletions and password resets.
Review and update of known issues, knowledge bases and wiki pages to support any ticket.
Application of SQL patches for FinTech & Vision clients.
Database restoration using AutoUTL (FinTech & CaleroMDM).
Upgrades and patching of Connect clients (with assistance).
Expansion of knowledge around Calero‘s entire product suite (FinTech, Calero.com, Connect, CaleroMDM and Pinnacle).
May be required to support customers worldwide via live phone call in a 24/7 environment, as well as provide after-hours support dependent on demand.