Client Support Specialist - WeSuite

WeSuite is seeking a full-time Client Support Representative to report to its Client Support Team in White Plains, NY.

Job Responsibilities include:

• Answering Client support issues and working with clients via phone, connected session, and email.
• Troubleshooting: Analyzing bugs, resolving problems, and providing root cause analysis for errors
• Documentation and follow up: Recording issues using designated software tools, completing next steps, and following through resolutions.
• Communication: Providing technical expertise with Clients and being an excellent communicator, both written and verbal
• Collaboration: Building rapport and working with clients and others to engage clients.  Interaction with: Quality Assurance, Development, Account management, other team members, and management
• Proactive improvements: Identifying and resolving potential issues before they become critical, and proposing improvements to enhance team effectiveness 
• Building SQL queries for data analysis
• Helping write and optimize in-application SQL statements and queries
• Using data, generating and interpreting results to most accurately and quickly resolve issues
• Controlling data quality and providing remedial actions
• Assisting in the management of product provisioning, installation, and maintenance internally and with Clients
• Working with Clients to create, program, deploy, and test Client documents within the software application
• Preparing documentation and writing articles to publish in the client facing Knowledge Base
• Handling common database procedures such as upgrade, backup, recovery, and migration
• Performing application and database testing
• Becoming expert in the configuration and use of WeSuite software and supporting tools and systems

Relevant Experience:

·        3 years plus direct enterprise software application customer support

·        Troubleshooting and resolution of issues

·        SQL Server and database management

·        Writing SQL queries

·        Microsoft Windows environment

·        User of Microsoft TFS

·        Crystal Reports

·        Use of Zendesk

Skillsets Required:

·        SQL Server and database management

·        SQL queries

·        Excellent communication skills both written and verbal

·        Data interpretation

·        Zen Desk experience a plus