Software Support Specialist - Watertown WI or Carrollton TX

Department: Software - Software Support

Employment Type: Permanent - Full Time

Location: United States/Watertown, WI

Compensation: $66,000 - $95,000 / year

Description

 
ROLE PURPOSE
Software Support Specialist is a member of the 2nd tier software specialist team, which provides expertise to customers, frontline service teams, Product Support Specialist teams, Product Management, Sales, and Training.

MAIN RESPONSIBILITIES

• Software Support Specialist is a member of the 2nd tier software specialist team, which provides expertise to customers, frontline service teams, Product Support Specialist teams, Product Management, Sales, and Training
• Investigate reported issues through analysis of application logs, database logs, and server logs
• Recreate issues for verification and analysis enabling quick resolution for the customer or for further escalation as needed
• Document installation, configuration, and support of software products.
• Maintain a high level of knowledge on the products, data, and markets supported
• Take ownership of escalated issues and manage customer expectations.
• Analyze various reports to look for opportunities to improve the customer experience and drive customer satisfaction improvements
• Engage with customer during pilots and software product launches, ensuring customer needs are being met
• Partner with internal and external stakeholders to ensure goals are met. 
• Ensures all tasks are completed upon within agreed upon SLA
• Other responsibilities and projects as assigned

REQUIRED EDUCATION AND QUALIFICATIONS

Education Level:

• Degree Qualified or equivalent; Computer Science, Business or relevant field 

 
Qualifications:  

• Three to five years related experience and/or training; or equivalent combination of education and experience

REQUIRED SKILLS AND COMPETENCIES 

• Proven ability to troubleshoot complex systems and utilize available resources to resolve issues in a timely manner
• Extensive IT skills for the installation and testing of complex software solutions in Windows, Linux, Citrix, and Web environments
• Broad SQL skills
• Relationship building and presentations skills with customers and cross-functional teams
• Excellent problem-solving, analytical, and organizational skills are required to manage outstanding issues until resolution
• Highly self-motivated and directed, proactive, with keen attention to detail
• Excellent written, oral, and interpersonal skills
• Ability to work as part of a distributed virtual team across multiple time zones
• Familiarity with High Availability concepts such as load balancing, failover, and application servers

Glory is proud to share that our benefit package ranks in the top 25% across the country! Benefits:

401(k) Retirement Plan with Fidelity – 2.5% Base contribution paid toward your retirement by Glory even if you do not participate.  Plus, Glory matches 3% up to 6% of your contribution

• Health insurance – 3 medical plans to choose from.  High, Medium and Low deductible through Blue Cross Blue Shield
• MDLive – 24/7 Virtual Doctor plus a Nurse Line 
• Dental insurance
• Vision insurance
• FSA / Dependent Care
• Voluntary Life Insurance
• Basic Life insurance and AD&D – Company paid 
• Short Term Disability / Long Term Disability / Employee Assistance Program – Company paid 
• Paid Vacation – start with a prorated amount of hours your first year depending on start date.  80 vacation hours earning your first full year and vacation hours increase based on years of service
• Paid Sick days based on City/State requirements 
• Paid Holidays – 9 to 11 days based on start date
• Professional development assistance
• Education assistance
• Adoption Assistance
• Legal and ID Theft plans
• Annual Bonus opportunity 
• Opportunities for internal promotions/career advancement 

Pay Range: $66,000 - $95,000, Actual pay will be adjusted based on job-related factors permitted by law, such as experience and training; education; geographic location; licensure and certifications; market factors; departmental budgets; and responsibility.