L2 Application Support Engineer

PrimeRevenue, Inc.•Atlanta, GA

2d•Hybrid

About The Position

The L2 Application Support Engineer is responsible for resolving customer issues in an efficient and effective manner. This person will work on requests, changes, and incidents based on client issues, using the documentation and procedures that are in place.

Requirements

Bachelor’s degree in Computer Science, MIS or related field
Minimum two years’ experience in a customer data integration and production environments
Minimum two years’ experience in a production technical operations environment
Minimum two years’ experience with Microsoft SQL Server and queries scripting
Proven ability to establish, develop, and manage relationships with cross-functional internal and external teams.
Demonstrated effective communication skills using different approaches such as phone, presentations, videoconference, and in person
Demonstrated ability to approach challenges with a "consultative” perspective
Demonstrated ability to identify the needs of the customer and define alternative solutions
Strong computer skills – Windows server, SFTP/FTP/FTPS services, encryption protocols (PGP, AS2), SSH
Strong operational/technical skills – Microsoft SQL queries, scripting, and networking technologies
Application knowledge – Microsoft Office, SalesForce, Quest
Strong and advanced troubleshooting, discovery and listening skills
Methodical approach to problem solving with strong attention to detail in a fast paced, deadline driven environment
Capable of working independently, but willing to ask for help when needed
Capable of quickly developing knowledge in other areas

Nice To Haves

Financial services payment file formats/processing, a plus
Startup/high-growth technology firm experience is a plus

Responsibilities

Provide technical Level 2 support and assistance to all Global Level 1 Customer Support teams
Work independently in addition to being a contributing member of a team that is distributed in multiple locations globally
Create relationships and collaborate with peers and managers to answer more complex customer questions
Provide technical support for customers/internal resources who use PrimeRevenue SCi Supplier products via phone, chat, or email
Learn and utilize specific software tools and problem-solving strategies to solve for customer issues and continuously improve PrimeRevenue Customer Support processes
Act as a customer advocate by reporting product improvements and enhancement requests and be able to own and drive resolution of customer issues, define resolution action plans, and follow through to case closure
Communicate problem resolution action plans and statuses to customers in a professional and timely manner and be able to own the support relationship
Provide innovative ideas to satisfy customer requirements in a fast-paced, highly energetic, fun and performance-driven culture
Facilitate the escalation of critical customer issues by coordinating activities among various groups and departments
Timely and appropriately escalate support issues with fully documented steps that have been followed to resolve the issue
Adapt communication style to match the customer’s needs. Diffuse emotional customer situations effectively and recognize when to escalate the matter
Work on assignments that are routine or semi-routine in nature. Follow standard practices and procedures
Write professional, succinct, and accurate emails and communicate verbally in a clear, concise, and understandable manner.
Work closely with other teams to improve the quality and accessibility of the products.
Act self-sufficiently to identify solutions despite high degrees of ambiguity and uncertainty
Understand and comply with work instructions, process documents and technology tools
Actively identify, contribute to, and facilitate business impacting continuous improvement efforts
Participate in all training activities