Support Specialist

As a Support Specialist, you will provide application support and expertise to both our customers and internal resources. This will involve answering complex questions, contributing to our knowledge base, and serving as a support liaison between the company and our customers. Working closely with other Support team members and counterparts on the Research and Development team, you will investigate, manage, track, and close client support issues, specifically related to the database and function of the application(s) and escalations.

• Work directly or indirectly with customers to provide services and help resolve user issues

• Assess a variety of software scenarios, reviewing software configuration, set up, and software code to identify the correct resolution or escalate according to departmental guidelines

• Report detailed information within the client tracking system and document processes, routines, and programs by following the defined guidelines and team goals and objectives

• Work closely with other team members, exchanging knowledge through training sessions, and producing documentation

• Create and conduct training for customers on functionality and best practices for products, including at user conferences

• Collaborate with customers and/or our product and engineering teams to document proposed enhancements and determine cause/resolution to software defects

• Work with our Account Managers to process and track contracted services

• Review all technical support related processes and documentation for continuous improvement

What would make you stand out:

• Experience with relational databases and reading / writing T-SQL

• Previous experience with property tax software support and or knowledge of the property tax life cycle

• Experience with the following: SQL, Excel, Crystal Reports