Application Support Specialist

Job Summary:

Provide exceptional technical support services to customers, resellers and channel partners worldwide, resulting in a high level of customer satisfaction. Work closely with other internal departments such as operations, engineering and sales.

Responsibilities:

• Answer incoming phone calls to the support team, ensuring all customer contacts are thoroughly documented using an incident management system.
• Respond to new tickets raised in an incident management system, providing USEFUL update to the customer within SLA.
• Manages multiple tasks in a fast-paced environment using strong problem-solving skills, priority decisions and time management.
• Replication, documentation and escalation of any support ticket.
• New login creation, account modifications, login deletions and password resets.
• Review and update of known issues, knowledge bases and wiki pages to support any ticket.
• Application of SQL patches for FinTech & Vision clients.
• Database restoration using AutoUTL (FinTech & CaleroMDM).
• Upgrades and patching of Connect clients (with assistance).
• Expansion of knowledge around Calero‘s entire product suite (FinTech, Calero.com, Connect, CaleroMDM and Pinnacle).
• May be required to support customers worldwide via live phone call in a 24/7 environment, as well as provide after-hours support dependent on demand.

Education:

• Bachelor’s degree in Computer Science preferred;
• Consideration may be given to a candidate with a degree in lieu of experience.

Experience and Training:

• 1-3 years customer tech support experience preferred

Technical Knowledge:

• An individual who can work under pressure, communicate efficiently and provide alternative solutions is likely to succeed.
• Knowledge of databases and SQL/Oracle
• Ability to learn new technologies at a fast rate.
• Effective communication skills; oral and written
• Extremely detail oriented
• Good understanding of telecommunication expense management or market data industries preferred

Schedule

• The hours for this role will be 8a-5pm for the first month of training and move to 11a-8p when training has concluded.

The hourly salary range for this role is: $21.00 To $22.50. It is important to Calero that potential candidates for this position understand that compensation depends on numerous factors including the geographic location where the role will be performed, skills required, experience, complexity, travel, and market rate. Calero aims to reward performance and attract top talent with competitive, fair pay and benefits. Please note that the top of the salary range represents exceptional, and/or senior-level positions, that meets all required qualifications. Actual offers take candidate’s knowledge, skills, abilities, and experience into account. Base Pay is just one component of the total compensation package for employees. Other rewards vary by position and location.