Technical Support 2, Eyefinity (Rancho Cordova Or Livonia Based) (Rancho Cordova, CA, US, 95670)

VSP Global Rancho Cordova , CA 95670

Posted 2 months ago

VSP Global is comprised of five complementary businesses that combine high-quality eye care insurance, high-fashion eyewear, customized lenses, ophthalmic technology and retail solutions, with employees in over 23 countries. No matter the role, we're all focused on a singular mission: to help people see. Learn more by visiting https://vspglobal.com/cms/careers/

General Summary

With general supervision, analyze and resolve problems relating to software, databases, and network utilized by Eyefinity/AcuityLogic customers, and staff. Provide database support and service on routine to complex desktop, server, software issues.. Provide technical support and customer service to Eyefinity/AcuityLogic customers to maintain the highest level of customer satisfaction.

Essential Functions

Receives, tracks, responds and resolves Eyefinity/AcuityLogic Customer Care calls. Provides training and support for simple to complex database issues related to the AcuityLogic and AcuityLogic Enterprise software

Provides third level support by tracking and responding to all enquiries, problems and request for training, information, hardware specifications, software, hardware, and network communications

Identifies database issues through problem duplication and manipulation of customer data to provide details to the AcuityLogic development team for product correction and improvement

Investigate, diagnose and implement solutions for database issues; deliver on-the-spot user training

Provides product information to members, doctors, groups and internal employees

Utilizes troubleshooting tools which include AcuityLogic software multiple versions, Lotus Notes, Microsoft Office Suite, Internet Browsers, OnTime Issue Tracker, Online knowledge databases, Confluence, and general computer hardware to troubleshoot a variety of issues

Documents and/or logs all calls, records all activity/communications regarding incidents and problems. Maintains all defined service standards.

Follows support processes and assists in the development of support procedures and documentation to provide consistent and reliable support and excellent customer service.

Perform other related duties including projects, support, training, and communication activities as assigned by management.

Maintain industry knowledge of the AcuityLogic software and the optical industry as it is trained and learned in the call center environment.

Create new and/or revised technical procedures and processes and/or follow established procedures, service, and support standards.

Develop expertise on industry knowledge of technology and database support and service tools.

Investigate, diagnose and resolve routine to complex problems with AcuityLogic business applications such as: Microsoft Windows, Microsoft SQL.

Remain current on all changes to product and procedures to accurately and consistently respond to inquiries.

Utilize customer service skills to effectively manage all inquiries.

Job Specifications

Typically has the following skills or abilities:

Bachelors Degree in Computer Science or Information Technology; or equivalent experience and/or knowledge developed through on-the-job training and experience

Microsoft Certified Professional /MS SQL Certifications a plus

Three years of experience in relational databases

Two years of customer service experience required

Presentation skills to present technical or system results, conclusions and recommendations to both technical and non-technical audiences

Must possess a working knowledge of PCs and their related hardware and peripherals

Excellent written and verbal communication skills to write, document, and explain technical issues

Excellent analytical, verbal, written, interpersonal, time management and problem solving skills required

Ability to prioritize, manage multiple tasks and participate fully in problem resolution required

Ability to work in a dynamic and rapidly changing environment, and learn new procedures and systems quickly

Must be able to function in a workgroup, team-oriented environment

A basic understanding of networking concepts is desired

Experience with practice management software and/or the optical industry is a plus

Need to be able to lift a minimum of 50 pounds

Ability to effectively communicate information to a wide variety of technical and non-technical individuals or groups

Regularly exercises discretion and independent judgment the in performance of his/her job duties

Preferred Skills

Strong SQL querying, analytical and problem solving skills

Ability to analyze database schema and know what tables, Stored Procedures and Triggers affect what parts of the program(s)

Strong technical writing and verbal skills

Ability to backup, restore test SQL databases and understand database structures for multiple versions of the software

In-depth knowledge of various Microsoft Windows Operating systems, MS SQL database, LAN/WAN Networking and Terminal Services

Able to use debugging tools and/or lab simulations to analyze problems and identify solutions

Working knowledge of AcuityLogic software is a PLUS

Database administration experience is a PLUS

Strong SQL querying, analytical and problem solving skills

Ability to analyze database schema and know what tables, Stored Procedures and Triggers affect what parts of the program(s)

Ability to backup, restore test SQL databases and understand database structures for multiple versions of the software

In-depth knowledge of various Microsoft Windows Operating systems, MS SQL database, LAN/WAN Networking and Terminal Services

Able to use debugging tools and/or lab simulations to analyze problems and identify solutions

Working knowledge of AcuityLogic software is a plus

Database administration experience is a plus

Working Conditions / Physical Demands

The working environment is generally favorable. Lighting and temperature are adequate, and there are no hazardous or unpleasant conditions caused by noise, dust etc.

The above information in this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.

VSP Global is an equal opportunity employer and gives consideration for employment to qualified applicants without regard to gender, race, color, religion, sex, national origin, gender identity, sexual orientation, disability or protected veteran status. We maintain a drug-free workplace and perform pre-employment substance abuse testing.


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Technical Support 2, Eyefinity (Rancho Cordova Or Livonia Based) (Rancho Cordova, CA, US, 95670)

VSP Global