Software Support Specialist

Serve as a member of the 2nd tier software specialist team, providing expertise to customers, frontline service teams, Product Support Specialist teams, Product Management, Sales, and Training Investigate reported issues through analysis of application logs, database logs, and server logs Recreate issues for verification and analysis to enable quick customer resolution or further escalation Document installation, configuration, and support of software products Maintain a high level of knowledge on supported products, data, and markets Take ownership of escalated issues and manage customer expectations Analyze reports to identify opportunities to improve customer experience and customer satisfaction Engage with customers during pilots and software product launches Partner with internal and external stakeholders to ensure goals are met Ensure all tasks are completed within agreed-upon SLA Complete other responsibilities and projects as assigned Report to the Manager, Software Support Requirements Degree Qualified or equivalent; Computer Science, Business or relevant field Three to five years related experience and/or training; or equivalent combination of education and experience Proven ability to troubleshoot complex systems and utilize available resources to resolve issues in a timely manner Extensive IT skills for the installation and testing of complex software solutions in Windows, Linux, Citrix, and Web environments Broad SQL skills Relationship building and presentations skills with customers and cross-functional teams Excellent problem-solving, analytical, and organizational skills are required to manage outstanding issues until resolution Highly self-motivated and directed, proactive, with keen attention to detail Excellent written, oral, and interpersonal skills Ability to work as part of a distributed virtual team across multiple time zones Familiarity with High Availability concepts such as load balancing, failover, and application servers Ability to manage special projects requiring coordination team members, customers, and other resources Knowledge of bank branch processes Knowledge of retail cash management processes Core Competencies Demonstrates expertise in troubleshooting complex software systems and managing customer expectations while ensuring timely resolution of issues. Proficient in SQL and familiar with High Availability concepts, with strong organizational and interpersonal skills to collaborate effectively across teams. Highest-signal resume keywords Troubleshooting Complex Systems SQL Skills Installation and Testing of Software Solutions Customer Relationship Building High Availability Concepts Hard Skills Troubleshooting SQL Software Installation Software Testing Application Log Analysis Database Log Analysis Server Log Analysis Configuration Management Data Analysis Project Coordination Soft Skills Problem-Solving Analytical Skills Organizational Skills Interpersonal Skills Presentation Skills Industry Keywords Bank Branch Processes Retail Cash Management Processes Customer Experience Improvement Service Level Agreement (SLA) Virtual Team Collaboration Tools & Technologies Windows Linux Citrix Web Environments #J-18808-Ljbffr Jobtailor