Strong and proven track record of successfully managing customer relationships and technical projects in a customer facing/technical support role
Job Description:
Daily Job Functions:
Your goal is to provide excellent technical support for SaaS products daily to the end users, making sure their expectations are exceeded
You collaborate daily with both external customers and internal employees for smooth resolution to issues
You have high availability and will assist customers if any issues occur outside of normal business hours
You document any processes or issues, and provide feedback or suggestions to the internal team for improvements
Manage any requested projects or assignments involving your customers, acting as liaison between the client and the customer
Work with the agency through change management processes to effectively adopt company's software
Fulfill agency configuration requests using Form Builder/JSON, SQL Server, and Microsoft Power BI
Troubleshoot agency issues and work with engineering and product teams through resolution
Spend up to 4 days on site per week with customers resolving issues & answering questions related to client's mission critical products
What You Bring:
Bachelor's degree in business administration or related field OR 4+ yrs. Of relative experience
Experience building custom Microsoft Power BI dashboards, visualizations, and interfaces with Microsoft SSRS to deliver meaningful and actionable insights
Experience building views, writing & optimizing queries, and creating reports in SQL Server
Strong and proven track record of successfully managing customer relationships and technical projects in a customer facing/technical support role
Ability to do reverse engineering, searching logs and root cause analysis
Advanced experience with Microsoft Windows OS, Microsoft Networking and Active Directory
Understanding of SAAS, Cloud providers/solutions, Virtualization, Storage
Strong knowledge of routing and switching methodologies, Wi-Fi, telecommunications, and Internet technologies
Basic knowledge of computer hardware, operating systems, and storage devices
Ability to effectively communicate with various people including customers, colleagues, and across departments
Experience using Splunk, JIRA, and/or Salesforce is preferred
Experience working and supporting law enforcement software systems such as Computer Aided Dispatch (CAD), Records Management Systems (RMS) is a plus
Must pass a Criminal Justice Information Services (CJIS) background check and maintain confidential and highly sensitive information
** 3rd party and subcontract staffing agencies are not eligible for partnership on this position. 3rd party subcontractors need not apply.
This client is a US Federal Government contractor and is legally required to hire US Citizens. US Citizens will only be considered for this role. **
Seniority level
Mid-Senior level
Employment type
Contract
Job function
Information Technology, Management, and Other
Industries
IT Services and IT Consulting, Software Development, and Computer Networking Products
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