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Sr. Customer Application Support

Company: AMS Staffing Inc.
Location: Alpharetta
Posted on: November 22, 2019

Job Description:

Please send resume in Word format to JESSE@ if you are interested in this Senior Customer Application Support opening in Alpharetta, GA 30022. Salary for this role is in the $85K-$95K range + 8% bonus. Looking for strong SQL experience supporting customer facing software (4-7 years ideally). Any XML or Unix is a plus. -The Senior Customer Application Support role is an integral part of our commitment to an exceptional customer experience throughout the client's lifecycle. This role is responsible for providing technical support to our customers. In addition to researching and resolving problems and issues, in conjunction with Software environments, Senior Customer Success Engineers interface with other team members and customers. Often serving as an escalation point for support, they may also travel to customer sites as needed.Responsibilities--- Determine methods and procedures on new assignments.--- Use professional concepts and company objectives to resolve complex issues in creative and effective ways.--- Work on complex issues where analysis of situations or data requires an in-depth evaluation of variable factors.--- Day-to-day issue resolution and support for a variety of business systems, departments and tools.--- Take ownership of and follow-through with all priority customer incidents.--- Participate in team-based resolution and cross-training for information sharing.--- Manage assigned escalated tickets from inquiry to resolution.--- Exercise judgement in selecting methods, techniques and evaluation criteria for obtaining results.--- Network with key contacts outside own area of expertise.--- Effectively work on multiple projects simultaneously.--- Work collaboratively with project manager and project team to deliver projects on time, on budget, on schedule.--- Provide expert solutions to complex customer problems in a timely manner by receiving, clarifying and investigating incidents.--- Work with Services and R&D to expedite incident resolution and ensure seamless delivery of support service to customers.--- Clearly and concisely document all customer interaction and all steps taken to resolve incidents.--- Contribute to a customer focused environment that encourages information sharing, team-based resolution activity, cross training and an absolute focus on resolving customer incidents as quickly and effectively as possible.--- May create KB articles and documents using the Knowledge Centered Support (KCS) methodology, to be published and shared both internally and with the customer base.--- Offer complete and timely technical explanations to customers throughout the incident resolution process and ensure that customers' staff fully understand issue, its resolutions and means for prevention.--- Ensure that all internal and external customer interactions are handled professionally and with the highest level of service, follow-through and consistently keep commitments.--- Observe trends with technical issues and recommend improvements to design, documentation or implementation.--- May be required to design solutions and prepare design specifications.Required SkillsMinimum of 5 years of related experience with a Bachelor's degree; or 4 years and a Master's degree; or a PhD with 2 years' experience; or equivalent experience. Experience working with multiple stakeholders in technical problem-solving environment is preferred.Qualifications--- Strong understanding of SQL relational database concepts and architecture.--- XML and UNIX experience is a plus--- Excellent time management and organizational skills, requiring minimal supervision.--- Excellent verbal and written communication skills.--- Strong analytical problem solving and decision making skills.--- Ability to work efficiently and independently and do whatever it takes to get the job done.--- Ability to handle difficult or sensitive situations with diplomacy and tact.--- Track record in providing outstanding customer service.--- Ability to travel to customer sites as required.

Keywords: AMS Staffing Inc., Cleveland , Sr. Customer Application Support, Other , Alpharetta, Tennessee

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