Customer Solutions Integration Specialist
About The Position
InOutsource is seeking a Customer Solutions Integration Specialist to join Hivemind, its dedicated customer solutions and support team. Hivemind provides customers with ongoing service, technical support, and strategic guidance across implemented and supported solutions, acting as a bridge between customers and InOutsource’s consulting, product, and technical teams. The specialist will serve as a technical resource supporting and enhancing customer environments built on Intapp, FileTrail, and Microsoft Power BI solutions. The role involves designing, developing, troubleshooting, and maintaining ETL processes, integrations, data synchronization routines, and reporting solutions, as well as helping customers resolve complex technical issues. The specialist will work with customers, consultants, implementation teams, and developers to investigate problems, identify root causes, and deliver solutions that improve system performance, data quality, and user experience.
Requirements
- Bachelor’s degree in a relevant field or equivalent experience.
- Experience developing SQL queries.
- Experience using SOAP and RESTful APIs.
- Excellent written and verbal communication skills.
- Customer-focused attitude and ability to remain calm under pressure.
- Strong problem-solving skills and adaptability to evolving technologies.
- Ability to work as a self-starter under minimal supervision.
Nice To Haves
- Working knowledge of relational database design principles and data modeling.
- Previous experience in client support or technical support roles.
- Familiarity with Zendesk.
- Familiarity and experience working in a law firm.
Responsibilities
- Provide first-level technical support for Intapp, iCompli, FileTrail, and Microsoft Power BI, addressing client inquiries and troubleshooting issues.
- Use in-depth knowledge of InOutsource’s professional services to resolve client queries.
- Diagnose technical problems and deliver timely, clear, and effective solutions.
- Communicate proactively and professionally with clients, providing updates on issue resolution through Zendesk and InOutsource ticketing processes.
- Accurately log client interactions, issues, and resolutions, and maintain and update the Support Knowledge Base.
- Collaborate with developers, implementation specialists, and other internal teams to resolve complex issues and enhance client satisfaction.
- Develop and maintain custom reports using SQL Server Reporting Services (SSRS).
- Develop and maintain ETL implementations for data loads and synchronization routines using tools such as Boomi Enterprise.
