Software Support Consultant

Position: Software Support Consultant
Remote (Fulltime Graveyard Shift)
Category: Consulting and SaaS
Min. Experience: Entry Level


ESSENTIAL DUTIES include the following. Other duties may be assigned.
Handle trouble tickets
Clearly communicate with customers when a ticket falls outside the scope of a customer support plan.
Managing our support queues, escalating tickets to other teaUpgrade to see actual infombers, and closing out tickets.
Configuring/setting up our software applications to meet the defined requirements.
Creating or modifying custom reports in SSRS and Exago BI.
Using tools to migrate customer data.
Delivering solutions on time and on budget,
Delivering solutions that result in customer references.
Application testing.
Creating user documentation.
Assist with estimating budgets and timelines.
Becoming an expert in our ConnectWise ticketing system.
Becoming an expert in our software applications.
Assist in web development projects
Applicants must possess and demonstrate the following key behaviors and traits:
Prior experience with iMIS (Upgrade to see actual info) is not required, but a definite plus.
Prior experience supporting enterprise Software as a Service (SaaS) platforms (Salesforce etc)
Experience with advanced query writing.
Experience with SSRS or Exago BI (Preferred)
Knowledge in the use of JIRA
Knowledge and experience in Connectwise and other ticketing system
Must have software server management experience
Has experience in implementing software through cloud
Experience in creatively configuring the system, query skills
Experience with graphic design, CSS or front end development a plus
Self motivated and highly trainable
Willing to take 2 certifications (iMIS Admin and iMIS Professional)
Excellent written and verbal communication skills
Project Management experience a plus
Willing to work 8am to 5pm EST / 830am to 530pm or 9am to 6pm EST
Bachelor’s degree or equivalent experience
Detailed oriented
Ability to be efficient and highly productive while working from home
Excellent communications skills
Integrity
Consistent
Innovative

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