Operations Support Specialist

The Operations Support Specialist is the primary interface between clients and the internal development team. You are responsible for handling support requests that have been routed for diagnosis and implementation while regularly updating internal and/or external customers. This role requires the ability to understand, research, troubleshoot and relay answers effectively. You must be a self-starter that embraces an ever changing and demanding environment. Strong interpersonal and customer service skills will be necessary.

PRIMARY DUTIES:
• Research, diagnose, troubleshoot and identify solutions to resolve customer issues related to application use, design and configuration
• Monitoring of application system dashboards and alarms
• Take ownership of and resolve customers’ product issues via telephone, email, while meeting or exceeding contractual service level agreement (SLA) timeframes
• Reproduce technical problems, diagnose causes, identify temporary and interim-term solutions and communicate status updates to clients and internal management
• Document, route, track, escalate and update customers, on status of issues as required
• Build rapport and elicit problem details from non-technical or technical customers
• Communicate with development team on the analysis of software issues providing detail description of problems along with steps taken to analyze the problem
• Perform system testing as a final validation before release to customer
• Contribute to the body of knowledge by creating and maintaining knowledge base articles and other technical documents
• Provide support and guidance to client support organizations
• Perform other support and operational tasks as required
• Participate in nightly and weekend on-call rotation for critical issues escalation

Qualifications:
• BS/BA in related discipline or an equivalent combination of education and work-related experience required.
• 3+ years Tier 2/3 enterprise-level technical and application support experience preferred
• Candidates should have strong Linux and/or other UNIX skills in a business network environment.
• Good networking (TCP/IP, etc) skills are required.
• Proficient in SQL experience a plus.
• Strong knowledge of querying databases and amending database objects (views, stored procedures, etc.) using Transact-SQL.
• Strong ability to write SQL scripts and stored procedures.
• An understanding of the role of Service Level Agreements (SLAs) within an IT environment.
• Sound analytical, organizational and planning skills and the ability to achieve multiple team and customer objectives independently and in a deadline-sensitive fashion
• Strong debugging and troubleshooting skills
• Outstanding communication skills, both verbal and written
• Ability to work independently but with a team-focused approach and quickly adapt to job requirements changing on an ad hoc basis
• Total commitment to quality and attention to detail
• Enthusiasm for product knowledge acquisition
• Off-hours, on-call support is required
• Other duties as needed or required
• Applicants must currently possess eligibility to work in the United States on an unrestricted basis (OPT/CPT do not qualify)
• This position does not qualify for relocation funds.
• Salaries are commensurate with experience. Please include your salary requirements in your response.

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