Customer Service Specialist II

Valsoft Corporation•Lacey, WA

37d

About The Position

This position works under general supervision to provide resolutions to end-users (customers) by performing a question diagnosis while guiding customers through step-by-step solutions. This support is provided by clearly communicating technical solutions in a user-friendly and professional manner. This position will provide software demonstrations on functionality and new features for current and potential customers and help set up system environments.

Requirements

Required to participate in daily scrums
Required to participate in weekly Support triages
Required to participate in creation and presentation of Support training activities
Ability to work with customers on issues and inquires with minimal supervision
Ability to work cases within contractual service level agreements
Ability to communicate clearly for assigned duties both written and spoken
Ability to provide timely updates on assigned work to relevant stakeholders
Skilled in Microsoft Office; Word, Excel, PowerPoint, and Teams
High school diploma or GED required
Associate Degree or equivalent years of experience
2-4 years’ experience in customer support
Previous experience supporting proprietary database software
Skilled in relational database management systems (RDBMS)
Skilled in the software development life cycle (SDLC)
Skilled in networking knowledge to include connectivity, TCP-IP, DHCP, DNS, LAN/WAN
Skilled Microsoft SQL Server to include creating basic select queries and reading stored procedures
Skilled in Microsoft Internet Information Server (IIS)
Skilled in analytics using Power BI or Tableau
Skilled programming skills or Visual Studio experience

Responsibilities

Troubleshoot support issues of a proprietary case management system
Utilize internal and external tools to achieve a positive outcome for our customers
Assist on-premise and hosted customers in updating and maintaining their systems including add-on products to also meet federal reporting or accessibility requirements
Demonstrate the ability to adapt to an ever-changing software development life cycle including new technologies and requirements
Understand specifications and basic code reading skills
Maintain quality case documentation, including formatting standards and styles
Maintain case movement expectations
Moderate guidance in own area of knowledge
Perform duties as a Project Implementation Support Lead
Identify and communicate potential issues proactively
Conduct peer reviews on Customer Support Specialist I work
Lead internal and customer calls where subject matter expertise is needed