Senior Helpdesk Specialist (Customer Support)

Company: Precise Software Solutions, Inc.
Location: Rockville
Posted on: June 20, 2022

Job Description:

Job DescriptionThis is an opportunity to join a company that has won numerous awards for innovation, leadership, and gold standard performance. Thought leadership, a people centric culture and a supportive community create a foundation for success in a fast-paced environment.An active FDA Public Trust Clearance is preferred; eligibility to obtain an FDA Public Trust Clearance is required.This position is remote.RESPONSIBILITIES

• The Customer Support Specialist will primarily be responsible for providing Tier 1, 2 and 3 help desk support to include technical and programmatic assistance. 
• Work as a liaison between customer, program staff, and development teams to record customer issues while using the application and provide technical support. 
  • Provide solutions to customer issues/questions.
  • Create tickets and analyze issues reported from customers, users, and stakeholders.
  • Determine and analyze user interface problems and orients users on new or changed procedures: coordinate action items and program deliverables with client and development teams.
  • Follow relevant issue handling processes to manage and close feedback in JIRA.
  • Route issues to appropriate team members and follow up as needed.
    • Document production bugs and enhancement requests and communicate to the project manager/lead.
    • Track and prepare reports on types of incoming feedback and response rates.
    • Support internal testing of the application before it goes to production and performs production verification after it is released.
    • Maintain, retrieve, and integrate information for dissemination to project stakeholders. QUALIFICATIONS:
      • A minimum of 5 years of application support experience 
      • Knowledge and understanding of SQL
      • Excellent verbal and written communication skills
      • Ability to analyze issues and resolve problems with a quick turnaround time
        • Demonstrated ability to work in a team environment
        • Tech/internet savvy and able to gain expertise on new systems quickly
        • Able to create material and provide training to end-user
        • Problem solver with a strong ability to work alone in areas of core competence with minimal guidance
        • Punctual, consistent, and able to meet deliverable deadlines
        • Bachelor's Degree in business, Information Technology, communications, or related discipline desired.is preferredPowered by JazzHRZghSnu5mWi

Keywords: Precise Software Solutions, Inc., Rockville , Senior Helpdesk Specialist (Customer Support), Other , Rockville, Maryland