Production Support Tier 2

09 Aug 2024

Vacancy expired!

At FEI Systems, we create innovative technology solutions to improve the delivery of health and human services because we know when cumbersome administrative processes stand in the way, those who need it most are often left without access to proper care and support. From comprehensive case management software to disaster recovery services and content management information systems used in delivering foreign aid, our solutions are improving the lives of millions of people. We’re looking for a Production Support Analyst who shares our commitment to leveraging technology to make a real impact in the world – a professional who knows, beyond all else, that the quality of our products and services is only as good as the company we keep.

Job Summary: The WITS Production Support Specialist will serve as a primary point of contact for all customers, both internal and external, providing technical assistance to customers and internal stakeholders. Answer questions or resolve system problems in person, via telephone, or from remote locations. Work in a deadline-driven environment collaboratively with the rest of the product team through every step of the software development process.

Principal Responsibilities:
  • Provide client support and technical issue resolution via email, phone, web
  • Build rapport and elicit problem details from non-technical or technical customers
  • Communicate customer priorities regarding bugs to project managers.
  • Act as customer liaison and assist with customer specific workflows and business rules, escalating policy/procedure issues.
  • questions to customer administration.
  • Work with product team to understand new features being released.
  • Work with Account Manager(s) to convey release information to customers.
  • Work with Release Manager to determine release schedule.
  • Document all incidents in incident tracking system
  • Interact effectively with customers and internal developers
  • Escalate issues as needed
  • Assist in generating training materials and customer facing documentation.
  • Work with customer staff to coordinate and confirm agency participation in testing new releases.
  • Provide weekly updates on any outstanding cases
  • Coordinate to provide ad-hoc reporting support and custom SSRS reporting for up to 20 hours per month

Minimal Requirements:
  • College degree, or Associate degree and 1-2 yearstechnical support work related experience, or High School diploma/equivalent and 2-4 years related work experience required.
  • Strong interpersonal skills.
  • Must be able to work within tight deadlines and be adept at balancing shifting priorities and time management.
  • Must be a strong team player with excellent written and verbal communication skills in English.
  • Ability to accept personal accountability and ownership for areas of responsibility. Strong analytical skills with excellent customer service skills.
  • Strong client focus and collaborative work style
  • Ability to understand and explain technical information

Preferred Skills:
  • Preferred 2 years of experience in ADO (any ticket tracking system), IVANTI, InContact.
  • Demonstrated ability to analyze and understand complex software applications with minimal direction from more senior personnel.
  • Skill in creating customer facing documentation

Location: Remote full time position with full company benefits

NOTICE: EO/AA/VEVRAA/Disabled Employer – Federal Contractor. FEI Systems participates in E-Verify, a federal program that enables employers to verify the identity and employment eligibility of all persons hired to work in the United States by providing the Social Security Administration (SSA) and, if necessary, the Department of Homeland Security (DHS), with information from each new employee’s Form I-9 to confirm work authorization. For more information on E-Verify, please contact DHS at (888) 464-4218.Applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, marital status, political affiliation, disability, or genetic information, except where it relates to a bona fide occupational qualification or requirement. FEI Systems creates an Affirmative Action Plan on an annual basis. Pursuant to federal law, the portions of FEI

#DICE

  • ID: #44725127
  • State: Maryland Columbia 21044 Columbia USA
  • City: Columbia
  • Salary: USD TBD TBD
  • Job type: Permanent
  • Showed: 2022-08-09
  • Deadline: 2022-10-07
  • Category: Et cetera