Technical Product Support Tech I

Technical Product Support Tech I
ID
2024-1720
Job Locations
US | US-OH-Springfield
Remote
Yes
Overview
Seeking a new career challenge? Then Woolpert is seeking you!
The Technical Product Support Technician reports to the Director of Support and answers requests for software
support from Data Cloud Solutions (DCS) clients via our helpdesk ticketing system. This position prioritizes becoming an
expert in our products, user experience, configurations, and workflows. Responsibilities include performing initial ticket
investigation, gathering information and data collection, documenting, and resolving or escalating complex problems to
higher tiers within defined service level agreements. This role performs daily monitoring of client environments and works
under close supervision from more senior members of the Support department.
Responsibilities
Essential Functions & Responsibilities
Expected to become an expert in the user experience, workflow, and configuration options for company products.
Performs daily monitoring and assessment of client environments to ensure services are running properly:
Documents and reports issues
Completes checklist documentation
Creates tickets for issues discovered during daily monitoring
Attends daily team stand-up meetings
Collaborates with other members of the Support department and assigned Support group
Actively participates in and undergoes mentorship to lead customer meetings
Establishes and completes learning and development goals
Ensures company directives are adhered to and stated goals are accomplished
Application Support via Helpdesk
Acts as the customers first point of contact for support issues
Initial ticket hygiene
Initial client response
Opens tickets on behalf of customers
Continuously monitors queue for incoming tickets
Respond to customer inquiries
Remotely connects to client environments
Requests documentation from clients for issues reported
Investigates, resolves, and documents issues in accordance with company service level agreements
Compares settings from a working client or test environment to the client reporting the issue to identify any differences that could result in the issue reported
Provides initial analysis and documentation of steps taken
Provides issue status updates to customer
Gathers minimum data set of information to assist in troubleshooting
Completes Internal Support Escalation Template when escalating an issue for additional research.
Qualifications
Skills & Proficiencies
Technical Aptitude
Knowledge of standard IT hardware and equipment.
Knowledge of operating systems and system administration: file directories, ownership and sharing, programs and processes, libraries, and secure network protocols
Knowledge of Virtualization and Cloud Computing.
Knowledge of behaviors that can result in security issues involving confidentiality or integrity.
Ability to work with VPN and Remote Desktop Protocol.
Ability work with Structured Query Language (SQL) and various programming languages (Completion of SQL training will be required for those unable to demonstrate proficiency in SQL queries and modifying databases).
Ability to diagnose and solve application issues.
Ability to provide excellent customer support in the field of technology.
Ability to clearly document interactions and information.
Knowledge or expertise in Mass Appraisal, County Auditor/Assessor or Treasurer office is preferred.
Experience training or making presentations to clients is preferred.
Required Qualifications
0-1 Years Experience providing software support via ticketing systems and/or phone for installations,