CUSTOMER TECHNICAL SUPPORT - SQL
Computer Services, Inc.
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JOB SUMMARY
Customer Technical Support positions field front-line calls to appropriately determine support ticket details and assist users with routine issues for resolution. They assign and/or escalate tickets to the appropriate technical support group(s) as necessary for additional research and problem resolution. They also perform a variety of other support duties, which may include but are not limited to routine research; staging, and/or maintaining IT hardware, software, and/or related peripherals; and other customer-related technical activities to ensure expected operation of CSI products and services.
KEY RESPONSIBILITIES
- Fields emails and create tickets; ensures all tickets are updated with accurate information.
- Performs research based on requests submitted by internal and/or external customers.
- Troubleshoots routine CSI product issues and provides issue resolution on servers, databases, and/or applications; escalates as necessary.
- Communicates technical issues and resolutions with customers in business terms.
- May release updated software across various platforms.
- May monitor the CRM.
- May participate in disaster testing and recovery activities as required.
- Performs other duties as required.
PRIMARY RESULTS ACCOUNTABLE FOR ACHIEVING
- Quick, accurate resolution of technical support requests from CSI customers.
- Achievement of Key Performance Indicators (KPI’s) and adherence to Service Level Agreements (SLA) and expectations; assuring customer access and satisfaction with CSI products.
- Maintains healthy client relationships and a feeling of value and reliability.
- Customers have most recent software and hardware updates.
- Test result data shared sent to appropriate internal department for analysis.
JOB REQUIREMENTS
Education & Certifications:
Technical education or job knowledge equivalent to a two (2) year college or trade school.
Experience:
The minimum amount of relevant work experience required to successfully perform the job, is at least one (1) year.
Experience with SQL, required.
Experience with Windows Servers, IIS (Internet Information Services), and mobile app deployments, preferred.
Required Skills:
- General understanding of hardware and software support.
- Written and oral communication skills with a focus on customer service.
- Reasoning, analytical, and troubleshooting.
- Time and project management with the ability to multitask and meet SLA expectations.
- Teamwork and collaboration.
- Basic computer and technical skills (e.g., basic SQL).
- Basic mathematical skills.
- Administrative skills.
RELATIONSHIP BUILDING
This position requires regular contact both inside and/or outside the company.
DECISION MAKING
The position requires the use of judgment to plan and perform; general decisions are made to solve a problem or select a course of action for a standard or recognized method of operation
SUPERVISION RECEIVED
General Supervision. Assignments are both task-oriented and objective-oriented. Work is reviewed for soundness of judgement and overall adequacy and accuracy.
WORK ENVIRONMENT
The work environment characteristics described below are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Travel: No travel typically required.
Physical Demands:
The employee must be physically able to perform all essential job duties, with or without reasonable accommodation and shall be physically able to perform the tasks and/or functions listed above to the extent job-related and consistent with business necessity. This position may require the work to be performed 100% onsite at a CSI office.
CSI is a leading fintech, regtech and cybersecurity solutions partner operating at the intersection of innovation and service. As a trusted technology company, CSI excels at driving businesses forward with a unique blend of cutting-edge solutions, decades of experience and a commitment to authentic partnerships defined by our customer-first culture.
CSI is dedicated to providing challenging and rewarding careers for our employees across the country and offers a competitive compensation package, including health, dental and vision insurance, paid vacation, 401k, and much more!
For more information about CSI, visit www.csiweb.com.
CSI is proud to be an Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity, sexual orientation, national origin, age, disability, veteran status, genetics, or any other legally protected basis.
If you live less than one (1) hour drive from a CSI office, you will be required to be hybrid in-office.
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This job is no longer accepting applications
See open jobs at Computer Services, Inc..See open jobs similar to "CUSTOMER TECHNICAL SUPPORT - SQL" TA Associates.