Client Services Support Engineer

Corelation Inc•San Diego, CA

just now

About The Position

Recognized as a Top Workplace in San Diego, we live and work by our core values of integrity, collaboration, innovation, respect, and service. At Corelation, we invest in our people through competitive pay, outstanding benefits, and a culture that values growth and connection. Our offerings include a generous 401(k) retirement plan, an extensive paid time off policy, and a supportive, high-performing work environment. When you join the Corelation team, you’re embarking on a journey of meaningful professional and personal development. Member of the Tier 2 support team responsible for handling technical escalations and more advanced inquiries that require increased access and/or knowledge. Responsible for supporting client needs through the organization and completion of Help Desk tickets, as well as incoming support calls and other channels. Responsible for specializing in an area of the core system to act as a subject matter expert for clients, vendors, and peers.

Requirements

Five to six years of similar or related experience
Strong technical skills
Excellent interpersonal skills and multitasking abilities
Exceptional written and verbal communication skills
Ability to take the initiative and adapt
Ability to understand and solve technical issues with little guidance
Advanced proficiency in determining root cause
(1) A college degree (non-technical discipline) or (2) multi-craft skills acquired through extensive on-the-job training or apprenticeship programs or (3) in-depth industry and job specific technical skills acquired through a combination of formal instruction and on-the-job training.

Responsibilities

Serve as escalation point for the functionality support (FS) jira project
Aid in the research (data gathering, analysis, testing, advanced troubleshooting etc.) and resolution of Help Desk tickets
Serve as a key decision maker in the prioritization of functionality support (FS) jiras
Ensure prompt resolution is provided whenever possible, and prompt escalation is completed whenever required.
Serve as a highly technical resource and mentor to the Client Services Specialists
Interface between the Client Services Specialists and development
Collaborate and cross-train with Tier 3 development team
Maintain a solid understanding of the KeyStone product at large and an in-depth understanding of specific technical tasks.
Ensure the requisite records of all client requests and resolutions are documented and maintained through the Help Desk system.
Provide in depth demonstrations, training and discussions of system functionality to Client Services Specialists as needed.
Assist in client preparation for system releases and changes.
Performs other duties as assigned.