Support Specialist

OVERVIEW
The Client Services Support Specialist fulfills a key role within VBOUT Support and Quality Assurance (QA) application testing and, as such, is a significant contributor to the Client Services ---------- s essential functions hinge upon the individual’s ability to communicate and collaborate with internal and external clients.
The Client Services Support Specialist is essential in supporting and maintaining an ongoing relationship with existing clients. This, in turn, allows Client Services to retain clients and maintain strong references and to increase new revenue opportunities. By employing excellent relationship management skills, the Client Services Support Specialist will ensure optimal client satisfaction, providing an important balance within our organization by fulfilling VBOUT’s mandate to offer ‘SUPERIOR level service’ to all clients.

CORE FUNCTIONS:
The focus of this role is on receiving and triaging client support related requests and incidents with a detailed level of VBOUT system knowledge, including but not limited to: creating associated support tasks in the VBOUT issue tracking system, identifying and managing the associated knowledgeable resource to provide solutions and proactively communicating with the client.
The role requires a high level of organization and is ultimately responsible for managing the backlog of customer-reported issues by ensuring clear and detailed communications with clients and internal personnel.
Additionally, this role will act as a ‘swing’ position with the Client Services Quality Assurance (QA) responsibilities. This primary function is to assist with ensuring optimal software delivery for all of VBOUT’s projects by providing testing/QA services. The Client Services Support Specialist reports to the Director of Client ---------- is imperative that the Client Services Support Specialist works with team members to ensure the contractual VBOUT support hours of 2:00 am – 8:00 pm (EST), throughout VBOUT’s typical, non-holiday, workdays Monday through Friday are covered. Additional availability will occasionally be required after hours on evenings, weekends
and/or holidays, especially around deployments.
The role consists of, but is not limited to, the following requirements:

KEY RESPONSIBILITIES:
• Use standard support steps for reported issues including research root cause, attempt to replicate issue in a parallel VBOUT environment (version, etc.), escalate issue to appropriate VBOUT resource for further resolution if necessary, and communicate identified cause and resolution of the reported issue to the client.
• Develop and sustain productive customer relationships
• Ensure VBOUT meets contractual Service Level Agreement response times by recognizing appropriate priority and response timing.
• Monitor support communication sources (email, phone, etc.) based on defined office hours and role expectations.
• Follow an organized process and schedule to manage client deployments for support issues and customization SOWs; this includes calendars, checklist, and pre- and post-deployment communications with the client and with the VBOUT team
• Effectively and efficiently test and validate all VBOUT software, including but not limited to VBOUT’s client customizations, database imports, internal software platforms, third-party data interfaces and bug fixes/patches.
• Write and execute test plans (manual and automated), including creating external plans that may be required as components of customer contracts, across all supported platforms and browsers.
Rapidly and uniformly document issues, test cases and repro steps. Provide defect tracking reports when needed for internal or external release.
• Create/employ testing tools and test drivers when needed to exercise product functionality.
• Understand VBOUT software and its underlying framework at a practical level for predicting issues’possible downstream effects and possible upstream causes.
• Productively communicate and collaborate with other team members and external personnel.
• Validate/maintain the accuracy and quality of product documentation and release notes.
• Recognize and present client input or suggestions for enhancements that might be incorporated into the VBOUT Product Roadmap.
• Identify and help the Client Services team maintain updated system documentation, training material and be familiar with system testing and standard QA processes.

CORE COMPETENCIES:
• Analytical Skills – Ability to analyze and synthesize information to identify and understand issues and solutions.
• Critical Thinking – Ability to use logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
• Organizational Skills – Ability to multitask and handle multiple ongoing projects at once. Ability to effectively prioritize tasks based on company or project directives. Willingness to comply with VBOUT processes and team initiatives.
• Flexibility – Ability to work in a fast paced environment. Willingness to absorb team members’ input and change direction when needed.
• Computer skills – Possesses intermediate to advanced Microsoft Suite Knowledge (Word, Excel and PowerPoint) and Microsoft Project or similar project management software.
• Communicating Effectively – Ability to write and present effectively, both in-person and over the phone/web meeting. Ability to work directly with customer representatives and end-users, on-site if needed.
• Team player – Ability to foster and maintain strong working relationships within the company. Ability to complete tasks and work cooperatively with others.
• Adaptability - Ability to respond and adapt to changing circumstances and to manage, solve problems and provide solutions in a climate of ambiguity.
• Quick Study - Ability to learn the VBOUT software and understand its context in the marketing industry quickly. Ability to jump in mid-project and quickly come up to speed.

JOB REQUIREMENTS:
• Understanding of Marketing industry web-based applications and technology
• Familiar with SCRUM/Agile development methodologies and tools
• Minimum 2 years’ experience in software support
• Bachelor’s Degree and/or certification in CIS or other technical field preferred
• Position requires use of headset/microphone
• Fluent in English, speaking and writing

Please send your CV to ----------

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