Software Support Team Lead

Software Support United States


Description

Responsibilities

  • Serves as an experienced point of contact for clients and internal staff prior to escalation to handle and resolve client issues.
  • Achieves and maintains service goals of the Department.
  • Acts as a resource to less experienced staff members to ensure Department goals are being met.
  • Prioritizes and resolves client inquiries and problems effectively, as needed.
  • Provides leadership to less experienced staff on projects and other Department initiatives.
  • Communicates with clients, internal staff and management to communicate status of work.
  • Mentors less experienced staff.
  • Recommends and contributes to process improvement initiatives including but not limited to product enhancements and internal support processes.
  • Commits to expanding technological skills and maintaining advanced knowledge of the Company products.
  • Demonstrates awareness of and adherence to Company policies as outlined in the Employee Handbook and Safety Handbook. These include, but are not limited to, Safety, Equal Employment Opportunity, Business Ethics, and Anti-Harassment policies.
  • Involves occasional travel to client sites.
  • Performs other duties as assigned.

Qualifications

  • Bachelor's degree in related field or equivalent experience.
  • A minimum of 2 years of experience required in a Senior Software Support Specialist position, or in a position which demonstrates systems knowledge and experience.
  • Excellent interpersonal skills.
  • Ability to make sound, effective and timely decisions along with the ability to solve problems involving complex issues.
  • Strong organizational skills.
  • Strong analytical ability, particularly in a technical environment.
  • Excellent written and verbal communication skills.
  • Solid knowledge and understanding of database structures including fields, tables, views, database objects, etc.
  • Proficiency working with relational databases or SQL preferred.
  • Experience working with .NET framework (involving HTML, XSL, XML, and related technologies) preferred.
  • Knowledgeable with Microsoft Office.
  • Knowledge and understanding of software development tools a plus.
  • Ability to travel preferred.