Application Support Specialist (Hybrid US) at Profisee Group Inc in Alpharetta, Georgia

Job Description:

Mission - Why We Exist, What We Do, and Why We Need You
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We started Profisee to enable every organization to achieve their mission by harnessing the ever-growing universe of Data that is transforming the way in which we work and live. Our Master Data Management software helps organizations realize the full potential of their data by enhancing incomplete and/or missing fields, correcting duplicate, or "bad" data with minimal manual work, connecting information in disparate systems, and creating unification and a trusted master data view.
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Reporting to our Director of Global Support, the Application Support Specialist (Hybrid) will be responsible for supporting customers and partners around the globe through the development and deployment of their software solution. The Application Support Specialists are responsible for providing timely, comprehensive, and professional support on all aspects of Profisee's product suite.
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Your Performance Objectives - What You Will Accomplish
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Objective #1 :
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Within your first 3 months, learn how to use the Profisee Platform and help with administering Support portal and Licensing:
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• Complete the Academy Video Training courses and follow along using the software hands-on.


• Read the available Help and Support Documentation to understand how the software works.


• Complete a series of exercises for building solutions with the software

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Objective #2:
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Within your first 3 months, learn the tools and procedures used for support and licensing
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• Learn how to use Salesforce Service Cloud for managing cases


• Handle lower complexity support cases and escalate as needed


• Learn how to submit bugs and escalate issues with R&D

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Objective #3 :
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Within your first 6 months, start responding to cases with assistance from team members
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• Monitor and respond to support cases


• Lead customer troubleshooting meetings with the assistance of a team member


• Document resolutions and contribute to the internal and customer facing knowledgebase

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Objective #4:
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Within your first 9 months, become independent in taking on and resolving support cases
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• Take on cases and lead customer troubleshooting meetings without the assistance of a team member


• Contribute to the daily case review with resolutions and expertise


• Be an escalation point for complex issues brought up by Level 1 Support


• Contribute to the Profisee Academy

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Competencies - What We are Looking For
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General
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• Strong Microsoft SQL Server experience, ideally with Azure SQL DB, MI, and Elastic Pools


• Bachelor's degree from an accredited technical program


• Demonstrated strong communication skills

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Desired
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• Completed courses or experience working with Cloud Platforms like Azure/AWS/Google Cloud


• Some experience with or aptitude for minor software coding

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Specializations
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• Technical consulting or support

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Great communication skills: You will be expected to spend several hours a day speaking directly to customers and partners based around the world through online meetings. Ability to communicate clearly and explain complex technical concepts is essential. You will be required to walk customers with varying levels of English Language proficiency through troubleshooting and testing steps, so you must have excellent command of the language, both written and verbal.
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Strong technical engineer: You will have to troubleshoot issues that stem from a variety of hardware and software issues. You will need understanding of how cloud-based enterprise applications work - from deployment on VMs and Containers, to querying and optimizing SQL Server. At times you will be required to work with our REST API and Workflow products which require aptitude for minor software coding.
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Self-Sufficiency and Motivation: The support position requires you to work by yourself on complex technical issues with little outside help and documentation. You must be eager and self-motivated to learn and become proficient with the software product, understanding not only how to use it but how it works so you can fix it when it breaks. You must be diligent in documenting your resolutions and build a knowledgebase to use and share with the rest of the team, as well as customers and partners.
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Availability and Urgency: You need to be available for calls and meetings for the duration of your workday. Monitoring for incoming support cases and emails and responding to them promptly is essential to providing quality support. You must take ownership of support cases and show urgency in addressing them and resolving them.
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Calm, confident, and fun: We want you to be a person our customers will enjoy talking to, who they go to for advice and reassurance. We are looking for someone who can stay calm in high-pressure emergency situations and can show confidence in their skills and the product they support. Having a fun personality can bring levity to a tense or stressed conversation and put customers at ease when discussing their problems.
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