Job Summary:

• Building emails from design to HTML, providing application support to users
• Creating HTML email templates and campaigns using both open HTML and drag-and-drop editors
• Formatting data, render testing, launching campaigns and full report analysis
• Providing training to new and existing users on platforms
• Design and build web forms, surveys and landing pages
• Working closely with account managers to ensure they are made aware of user experiences
• Advising users of training available and optional modules to help them make best use of their investment
• Be responsible for ensuring the enterprise application (Oracle) is operational, maintained, continuously improved for finance end users.
• Be responsible for providing a range of operational services, including applying enhancements, data maintenance, problem investigation and reporting. 
• Play a pivotal role in supporting the strategic goals, functions and operations of the ITS department, and the University, by providing advice to key stakeholders.
• Demonstrated knowledge of enterprise-wide financial systems.

Skills on Resume:

• HTML Email Development (Hard Skills)
• Application Support (Hard Skills)
• Training Delivery (Soft Skills)
• Web Forms and Landing Pages (Hard Skills)
• Account Management Collaboration (Soft Skills)
• Enterprise Application Maintenance (Hard Skills)
• Operational Services (Hard Skills)
• Strategic Support (Soft Skills)

Job Summary:

• Respond to all inquiries and requests received through customer support communication channels.
• Identify bugs or issues and use judgment to determine priority and urgency.
• Follow best practices in case handling, customer follow-up, and documenting interactions and work performed.
• Proactive review, identification of issues and improvements, and engagement with managed support customers.
• Scheduling, attending and leading status calls and product release webinars.
• Communicating changes or updates to the platform.
• Investigate software functionalities problems raised by customers and internal teams for Production and Integration Environment.
• Collaborate with development teams, products management team and other related parties to resolve product technical problems.
• Work with customer support teams, content operation teams to find a solution for customer issues.
• Provide immediate technical assistance to global service operation teams for major service outages and aim to rectify and recover the service.

Skills on Resume:

• Customer Communication (Soft Skills)
• Problem Identification (Hard Skills)
• Case Handling (Hard Skills)
• Proactive Issue Identification (Soft Skills)
• Meeting Facilitation (Soft Skills)
• Technical Troubleshooting (Hard Skills)
• Collaboration (Soft Skills)
• Emergency Response (Hard Skills)

Job Summary:

• Log external customer software and IT issues accurately and take ownership for the proactive resolution of all calls.
• Resolve issues and where necessary escalate and manage calls to 2nd Line Support.
• Understand and adhere to Service Level Agreements to ensure the Company meets its goals for resolving each Customer issue.
• Coordinate internal resources, third party suppliers and customers to ensure the highest level of customer service is delivered.
• Where necessary reproduce customer environments and find resolutions to configuration issues and specific customer problems.
• To make use of and maintain the FAQs and Knowledge Base used internally and by customers.
• Support Internal and external projects.
• Maintain customer records, conduct daily technical checks.
• Be occasions where you are required to work on projects at customer sites.
• Answer SMS alerts or escalations from third party answering services, log and resolve issues.

Skills on Resume:

• Technical Troubleshooting (Hard Skills)
• Customer Service (Soft Skills)
• Problem Solving and Escalation (Soft Skills)
• Coordination and Communication (Soft Skills)
• Documentation Management (Hard Skills)
• Project Support (Soft Skills)
• Attention to Detail and Organization (Soft Skills)
• On-site Support and Availability (Soft Skills)

Job Summary:

• Fixing and troubleshooting issues, providing configuration, workarounds and resolution.
• Managing Inaccuracies in the use/function of the software such as environment, instance or browser related issues which do not allow the product to function as designed
• Managing some product administration tasks, ticket creation and monitoring
• Having the ability to easily understand new software product concepts by checking their configuration, navigating through them, etc.
• Interacting with engineering resources as needed to resolve tickets
• Answering queries relating to specific software or system use/functionality and requests such as report generation, data updating or deletion
• Work closely with end users to answer queries about product features and capabilities.
• Update issues being progressed during OOH and ensure these are communicated to relevant parties.
• Provide expertise recommendations to service improvement, software verification and release.
• Document Develop and sustain team's knowledge of the responsible products and any required technologies as well as other products development/support team that are required in solving issues.

Skills on Resume:

• Problem-solving and Troubleshooting (Hard Skills)
• Configuration Management (Hard Skills)
• Technical Aptitude (Hard Skills)
• Customer Interaction (Soft Skills)
• Ticket Management (Hard Skills)
• Collaboration with Engineering (Soft Skills)
• Documentation and Reporting (Hard Skills)
• Product Administration (Hard Skills)