Seeking a new career challenge? Then Woolpert is seeking you!
The Software Product Support Tech I reports to the Director of Support and answers requests for software
support from Data Cloud Solution’s (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 customer’s first point of contact for software 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.
Skills & Proficiencies
• Cloud database experience.
• 1+ years of experience in a software application support environment.
• Ability to work with VPN and Remote Desktop Protocol.
• Ability work with Structured Query Language (SQL) and various programming languages
• 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
• 1+ Years’ Experience providing software support via ticketing systems and/or phone for installations, upgrades, and QA testing or similar experience.
• Associate Degree in Computer Science or related field, or comparable experience preferred.
• Prior Experience providing software support for a CAMA environment or familiarity with property tax valuation software is preferred.
Travel
• Ability to travel on occasion, based on client needs.
Resulting Physical Qualifications
• Must be able to sit for extended periods of time.
• Must be able to operate and manipulate standard office equipment.
• Must be able to occasionally reach, bend, climb and/or balance.
• Must be able to frequently lift and/or move 10 pounds and occasionally lift and/or move up to 40 pounds.
Unique Benefits
Certified as a Great Place to Work, Woolpert is one of the fastest growing architecture, engineering, and geospatial (AEG) companies in the world. With over 60 offices and countless projects around the globe, Woolpert makes a real difference at home and abroad. In addition to offering competitive pay, we provide employees with a robust set of unique benefits, including:
Diverse experiences: Work on meaningful projects that improve quality of life around the world.Freedom to work program: Set your own schedule and location (as appropriate).Principal program: Earn the opportunity to become an owner of the firm.Unlimited vacation: Take time off when it makes sense for you.Career development: Explore a wide range of learning and growth opportunities within and across industries.Health, life, vision, and dental insurance: Cover all your medical bases.Paid sick time, fitness reimbursement, pet insurance, identity protection, technology stipend, employee assistance program, and more: Choose the benefits that work best for you.
Level up your career with Woolpert. Apply today and join our team to help shape the future of tomorrow!
Why Woolpert?
Woolpert is looking for supportive, goal-oriented, and career-minded individuals who are, or are looking to become, industry leaders in their fields. We blend design excellence with innovative technology and geospatial applications to deliver exceptional value to our clients. When you join us, you'll join a team of experts who are passionate about their work and dedicated to building the next generation of industry leaders. Woolpert embraces progress and innovation, creating limitless opportunities for your career growth.
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
To all agencies: Please, no phone calls or emails to any employee of Woolpert or any of our subsidiaries about this requisition. All resumes submitted by search firms/employment agencies to any employee at Woolpert via-email, the internet or in any form and/or method will be deemed the sole property of Woolpert, unless such search firms/employment agencies were engaged by Woolpert's Talent Acquisition Team for this requisition and a valid agreement is in place. In the event a candidate who was submitted outside of Woolpert's applicant process is hired, no fee or payment of any kind will be paid.
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