Job Summary:

• Communicating with clients via phone, email, and remote web sessions during business hours
• Writing SQL scripts and installing new websites on the IIS server and SQL server backend
• Assisting with software upgrades for clients, contributing to knowledge base documents
• Testing and troubleshooting, conducting remote training
• Providing clients with guidance and training on how to best use the software
• Promoting the benefits of new features and enhancements to clients
• Sharing software enhancement ideas with development team
• Application support via phone, email and remotely for all products and services.
• Investigate issues, research and respond until a ticket is successfully closed
• Maintain accurate records of changes, customer interactions and work completed
• Follow and uphold data protection laws and client's best practice policies
• Participate in product development and testing and be a proactive participant in improving processes and products

Skills on Resume:

• Communication Skills (Soft Skills)
• Technical Skills (Hard Skills)
• Software Support and Troubleshooting (Hard Skills)
• Customer Service (Soft Skills)
• Knowledge Management (Hard Skills)
• Product Knowledge (Hard Skills)
• Collaboration (Soft Skills)
• Time Management and Prioritization (Soft Skills)

Job Summary:

• Develop an extensive working knowledge of the product suite.
• Provide end-user application support via phone, email and in person.
• Coordinate and validate new implementations and upgrades
• Coordinate and prioritize support requests.
• Facilitate problem-solving between end-users and development staff.
• Participate with development staff in testing new releases of the product.
• Develop working relationships with sales staff to utilize product knowledge and leverage customer relationships for sales support.
• Analyze and troubleshoot problems effectively while minimizing response time.
• Ensure customer satisfaction through end-to-end support solutions.
• Identify escalation situations and follow appropriate escalation procedures.
• Keep end-users up to date throughout the resolution process.

Skills on Resume:

• Product Knowledge (Hard Skills)
• Customer Support (Soft Skills)
• Project Coordination (Soft Skills)
• Priority Management (Soft Skills)
• Collaboration (Soft Skills)
• Sales Support (Soft Skills)
• Problem Analysis (Hard Skills)
• Customer Satisfaction (Soft Skills)

Job Summary:

• Work with a pristine, robust and renowned product in the cyber security space.
• Work along with a collaborative and efficient team who work well together at developing an efficient solution.
• Hands-on with the product- the leaders are still solving issues, interacting with clients on technical issues, and not disconnected from reality.
• Maintaining a culture of excellence where respects each other and the gift of serving clients
• Take ownership of support issues until final resolution.
• Set up and manage business laptops and software.
• Assist with the Technical Operations team with server support.
• Resolve submitted escalated tickets and work requests for internal applications
• Set up and configure accounts for users
• Review, test and deploy software patches, test and certify vendor patches
• End-users on general technical problems, coordination of core system-related upgrade activities
• Release notes review, employee communication, and testing activities

Skills on Resume:

• Cybersecurity Expertise (Hard Skills)
• Team Collaboration (Soft Skills)
• Technical Troubleshooting (Hard Skills)
• Customer Service Excellence (Soft Skills)
• IT Administration (Hard Skills)
• Server Support and Operations (Hard Skills)
• Escalation Management (Hard Skills)
• Software Deployment and Testing (Hard Skills)

Job Summary:

• Provide excellent customer service and interface with clients regularly.
• Work as part of a team to solve/escalate issues as they arise.
• Log and triage system issues using the company’s IT service/help desk software.
• Analyze system issues in IT applications and determine appropriate actions.
• Document, track and verify implementation of IT application changes.
• Provide support to the QA team for testing and sign-off of changes.
• Provide training support to end users on IT applications.
• Assist with development of training assets and documentation.
• Conduct daily activities in line with the company’s quality standards and procedures.
• Interact with other team members and management teams, both local and remote.
• Attend client meetings and provide input, meet defined metrics/benchmarks.
• Be prepared to work, on occasion, outside of normal working hours.

Skills on Resume:

• Customer Service Excellence (Soft Skills)
• Team Collaboration (Soft Skills)
• IT Service/Help Desk Management (Hard Skills)
• Problem Analysis and Resolution (Hard Skills)
• Documentation and Change Management (Hard Skills)
• Quality Assurance Support (Hard Skills)
• Training and Development (Hard Skills)
• Adaptability and Flexibility (Soft Skills)

Job Summary:

• Work with other IT teams to implement, support and maintain the infrastructure behind Risk Technology applications
• Participate in the vendor relationship management of the Archer eGRC system vendor
• Participate in administrating system configuration to ensure integrity of system environments
• Support system end users with communication and issue investigation/resolution
• Develop and maintain work relationships with system stakeholders and end users
• Estimate requested system work efforts, maintain system documentation
• Develop, maintain and execute test scripts to ensure system performance
• Participate in projects to understand new requirements
• Create designs, implement configuration consistent with overall architecture and direction of the system
• Test to ensure system functionality works as expected
• Liaise with other systems and outside vendors to develop and maintain system interfaces 

Skills on Resume:

• Infrastructure Management (Hard Skills)
• Vendor Relationship Management (Soft Skills)
• System Administration (Hard Skills)
• User Support and Communication (Soft Skills)
• Stakeholder Engagement (Soft Skills)
• Project Estimation and Documentation (Hard Skills)
• Testing and Quality Assurance (Hard Skills)
• System Design and Implementation (Hard Skills)

Job Summary:

• Support customers on complex technical issues including problems related to various AFFIRM products and services.
• Respond to requests and inquiries from clients within the pre-determined timeframe of service level agreement.
• Assess and take ownership of problem inquiries from clients.
• Investigate and resolve problems related to all AFFIRM products and services.
• Identify solutions to work around open issues/problems that are under investigation or pending resolution.
• Document, and track, case histories, issues, and actionable steps taken.
• Perform company software research, testing, and recommendations.
• Performs quality assurance (QA) testing and user acceptance testing (UAT) for application bugs.
• Performs build/deployment QA verifications and regression testing on new software packages.
• Improve documentation of support policies and procedures.
• Contribute to the development of “win-win” solutions to project issues

Skills on Resume:

• Technical Troubleshooting (Hard Skills)
• Customer Support (Soft Skills)
• Problem-Solving (Hard Skills)
• Documentation and Tracking (Hard Skills)
• Software Testing (Hard Skills)
• Quality Assurance (QA) (Hard Skills)
• Regression Testing (Hard Skills)
• Process Improvement (Soft Skills)

Job Summary:

• Provide end-to-end user support and training
• Perform Quality Assurance procedures on system data (validating, searching and cross-referencing information)
• Perform onboarding procedures for clients and end-users, validate and grant proper access
• Create and deploy feedback mechanisms for end-users. 
• Analyze results, make recommendations for support process improvement, and implement changes.
• Evaluate documented resolutions and analyze trends for ways to prevent repeated future problems.
• Provide support for the testing of new and existing software applications
• Field incoming requests from end-users to resolve application, software and process issues.
• Record, track, and document the problem-solving process
• Successful and unsuccessful decisions made, and actions taken, through to final resolution.
• Communicate application problems and follow escalation process (management, development teams, end-users, and unit leaders)

Skills on Resume:

• Technical Support Skills (Hard Skills)
• Training and Onboarding (Soft Skills)
• Quality Assurance Procedures (Hard Skills)
• Feedback Mechanisms and Analysis (Soft Skills)
• Problem-solving and Trend Analysis (Hard Skills)
• Software Testing Support (Hard Skills)
• Documentation and Record-keeping (Hard Skills)
• Communication and Escalation (Soft Skills)

Job Summary:

• Help the team research and develop new solutions and approaches 
• Providing services, introducing process automation where possible, redesigning workflows 
• Maximize efficiency, participating in and coordinating on projects.
• Interrogate system tables via SQL and Ingres QBF to find the problem 
• Resolve claim/account integrities and any other errors reported. 
• Worked with SQL’s, LINUX shell scripts and managed file transfer programs to maintain and develop systems.
• Maintain and develop interfaces between various software solutions, helping 
• Create new interfaces and extract data to make the whole council more effective.
• Acting as a deputy for the support team manager, and as a point of escalation for support team staff on technical issues.
• Be responsible for the maintenance and development of self-service and eclaim systems, including upgrades.
• Perform testing on and be responsible for the installation of new releases, software patches and post release actions
• Run ad-hoc jobs and reports and use management reporting tools to provide management information.
• Building automated queues on the batch scheduler, loading and maintaining schedules in line

Skills on Resume:

• SQL and Database Management (Hard Skills)
• Process Automation (Hard Skills)
• Workflow Redesign (Hard Skills)
• System Maintenance and Development (Hard Skills)
• Interface Development (Hard Skills)
• Project Coordination (Soft Skills)
• Technical Support (Soft Skills)
• Data Analysis and Reporting (Hard Skills)

Job Summary:

• Provide support to the contact area in regards to system issues or application problems.
• Support customer and team member needs in a timely manner
• Brainstorm and collaborate on efficient solutions for the Customer Contact Center
• Test fixes and performs post-resolution follow-ups to ensure problems have been adequately resolved.
• Assist in maintaining and enhancing performance of existing software and applications
• Identify and learn appropriate software applications used and supported by the organization.
• Coordinate with department heads to assess departmental application training needs and objectives.
• Participate in the design, development, and delivery of software applications training programs and classes.
• Communicate software updates and frequently asked questions, update knowledge bases to assist in problem resolution.
• Maintain connectivity to SDC and ability to perform required tasks offsite.

Skills on Resume:

• Technical Support (Hard Skills)
• Customer Service (Soft Skills)
• Problem-solving and Collaboration (Soft Skills)
• Software Development and Enhancement (Hard Skills)
• Software Application Knowledge (Hard Skills)
• Communication Skills (Soft Skills)
• Training and Development (Soft Skills)
• Adaptability and Flexibility (Soft Skills)

Job Summary:

• Provide the front-line technical support for both in-house developed and vendor-provided application systems.
• Work closely with internal users and external vendors
• Solve system problems and fulfill system enhancement/ bug fixes in a timely manner.
• Perform the system environment maintenance and assist in the system upgrade and routine test
• Build up and improve the maintenance automation, monitoring and alert system
• Identify potential risks and facilitate incident prevention
• Maintain the knowledge base and operation/experience document management
• Improve the operational procedures and risk prevention
• Ensure support activity is in compliance with company policies and regulations
• Support of the Fiserv cores system applications, document processes and create work instructions
• Planning maintenance and upgrade activities, maintaining support interfaces between applications

Skills on Resume:

• Technical Support Skills (Hard Skills)
• Communication Skills (Soft Skills)
• Problem-Solving Skills (Hard Skills)
• System Maintenance and Upgrades (Hard Skills)
• Automation and Monitoring (Hard Skills)
• Risk Management (Hard Skills)
• Documentation Management (Hard Skills)
• Compliance and Governance (Hard Skills)

Job Summary:

• Works independently to assess, prioritize, troubleshoot and resolve report issues working with the IT Team
• Meets with employees to provide one-on-one technical assistance or training using MS-TEAMS
• Functions as subject matter expert on use of software applications to support business processes
• Analyzes and decomposes reported issues into user stories for the software engineering team
• Manages and develops all user satisfaction metrics to evaluate services rendered to system users
• Evaluate and recommend changes to support procedures as part of an ongoing assessment of daily operations
• Recommends hardware/software enhancements to increase productivity of internal users
• Maintains passwords, data integrity and systems security for the application environment
• Provides technical support and guidance through support, training and publication of documentation
• Builds and maintains knowledge base to support end user independent issue resolution
• Develops and maintains documents for internal users to improve productivity
• Participates in the testing and evaluation of new packages/applications, implements prototypes
• Consult with customers on selection of software applications
• Manages production assets (hardware, software, etc.) using asset management tools

Skills on Resume:

• Troubleshooting (Hard Skills)
• Training & Support (Soft Skills)
• Expertise (Hard Skills)
• Story Creation (Hard Skills)
• Metrics Management (Soft Skills)
• Procedure Improvement (Soft Skills)
• Recommendations (Hard Skills)
• Security Management (Hard Skills)

Job Summary:

• Perform impact analysis on all Incidents and prioritize based on business impacts.
• Engage with relevant teams and escalate, change Approval Board sign off requirements.
• Support the execution of all necessary activities to successfully implement software changes following SDLC process and meeting 
• Perform User Acceptance Testing of application changes delivered by the Agile Scrum Team on bi-weekly basis
• Provide assistance to customers and members of Customer Support team
• Troubleshoot and resolve issues in a timely manner
• Support CS team to deal with Apple and Google App Store Review Process
• Comply with the processes in place and ensure the agreed service levels are met with the expected level of quality.
• Compose and constantly update internal documentation
• Share knowledge, broaden the awareness and common understanding in the company of how customers interact with products in close collaboration with the Product, Tech and CS team, proactively suggest product improvements
• Own the resolution of problems in hand, demonstrate analytical and problem management skills to drive the resolution and prevent recurrence.

Skills on Resume:

• Incident Impact Analysis (Hard Skills)
• Change Management (Hard Skills)
• User Acceptance Testing (Hard Skills)
• Customer Support (Hard Skills)
• Process Compliance (Hard Skills)
• Documentation (Hard Skills)
• Knowledge Sharing (Soft Skills)
• Problem Management (Hard Skills)

Job Summary:

• Monitor an Internal IT Support Database
• Assist with queries from internal users regarding internal systems and Cloud-based applications such as CaseWare including Caseview, Microsoft including Sharepoint, Quickbooks Xero, ServiceNow and others
• Review and diagnose requests and work with the team to resolve issues related to bugs and user training
• Document issues and solutions, and work alongside Development team and vendors to implement improvements
• Manage a support queue and resolve user requests using effective prioritization
• Identify product functionality and user training issues
• Escalate problems in a timely manner by documenting actions taken
• Identifying issues that require escalation to the development team and vendors for fixes or questions that need to be referred to internal subject matter experts for clarification
• Build trust with internal users by regularly demonstrating a high level of expertise and professionalism
• Understand functionality from a user perspective of products used in the various service lines for preparation of files and client deliverables
• Communicate bugs, user experience challenges and potential areas for process improvement to the development team

Skills on Resume:

• Database Monitoring (Hard Skills)
• Technical Support for Internal Systems (Hard Skills)
• Issue Diagnosis and Resolution (Hard Skills)
• Documentation and Collaboration (Hard Skills)
• Support Queue Management (Hard Skills)
• Escalation Procedures (Hard Skills)
• Product Functionality and User Training (Hard Skills)
• Communication and Professionalism (Soft Skills)

Job Summary:

• Learn and understand appropriate software and hardware supported by the company
• Ensure daily application data availability to users
• Work with development team in documenting, coordinating and executing of operational readiness testing
• Identify root cause and determine remedies for chronic reported issues
• Perform troubleshooting and participate in problem-solving efforts for end user issues and back end application maintenance
• Monitor and follow up on all requests from submission to resolution.
• Respond to support requests via ticketing, phone and/or email, identify, resolve and/or escalate issues.
• Ensure content and functionality within applications are a true representation of the specifications provided by various groups within the Firm
• Ensure bugs and other fixes have been addressed by development team
• Document resolutions to reoccurring issues or workarounds in the knowledge base
• Assist in the creation of training documentation or delivery of training to end users

Skills on Resume:

• Technical Proficiency (Hard Skills)
• Data Management (Hard Skills)
• Testing and Documentation (Hard Skills)
• Problem-Solving Skills (Soft Skills)
• Technical Support (Soft Skills)
• Monitoring and Follow-up (Soft Skills)
• Quality Assurance (Hard Skills)
• Knowledge Management (Hard Skills)

Job Summary:

• Provide support and consultation to business users and other stakeholders inside and outside IT Services, through tickets and automated alerts
• Prioritise requests in accordance with agreed criteria and the needs of the organization
• Ensure that resolution of incidents and completion of requests for the solutions under ownership are within SLA and driving excellent customer satisfaction
• Proactively identify improvement initiatives that can benefit team and customer, in particular in terms of system documentation and automation
• Liaise with staff responsible for the design and development of system enhancements in order to overcome known problems or further fulfil user requirements
• Follow standards and processes in change management.
• Update system documentation, provide end users with training.
• Support User Acceptance Testing and make sure that test cases and test protocols are delivered.
• Understand user requirements and expectations, ensure SOX compliance.
• Identify and collaborate around best practices for system maintenance and support.

Skills on Resume:

• Technical Aptitude (Hard Skills)
• Customer Service and Communication (Soft Skills)
• Prioritization and Time Management (Soft Skills)
• Analytical and Problem-Solving Skills (Hard Skills)
• Documentation and Training (Hard Skills)
• Change Management and Compliance (Hard Skills)
• Collaboration and Teamwork (Soft Skills)
• Proactive and Innovative Thinking (Soft Skills)

Job Summary:

• Diagnosing and resolving complex application issues, working with clients (primarily internal, occasionally external), other IT departments and suppliers as appropriate.
• Communicating with users by delivering best practice communications, guidance, and other appropriate support until tickets are resolved.
• Working autonomously to recreate problems and identify necessary fixes using a variety of software tools and resources.
• Confering with other IT colleagues to assist with solving issues depending on the problem encountered.
• Identify system bugs and refer the most complex cases to Tier-Three support.
• Identify and fix software problems, primarily from internal systems users regarding issues on system usability including to functionality, sign-on, security access, reporting, and systems upgrades.
• Develop communications that inform clients and internal users of new software application roll-outs and implementations, outages and downtime, new system functionality upgrades, software training opportunities, new system documentation resources, and other events that may impact a client’s ability to use the existing or new system.
• Ensure all relevant implementation, support, and change management processes are adhered to (i.e. Software Development Lifecycle and Change Management).
• Identify new system upgrade features or new system implementations to be communicated to clients.

Skills on Resume:

• Technical Troubleshooting (Hard Skills)
• Customer Support and Communication (Soft Skills)
• Autonomous Problem-Solving (Hard Skills)
• Collaboration and Teamwork (Soft Skills)
• Bug Identification and Referral (Hard Skills)
• System Maintenance and Upgrades (Hard Skills)
• Effective Communication Development (Soft Skills)
• Adherence to Processes (Soft Skills)

Job Summary:

• Collaborates with Director, CNST Technology Operations on initiatives, timelines, strategy
• Lead operations team member accountable for systems and technology
• Main contact for all outside technology vendors including custom development, IT support, email and other products and services utilized by CNST corporate and the national franchise network
• Subject matter expert on CNST’s custom SAAS product “CNeT”
• Manages field support and testing as well as design strategy and project management
• Contributes to the overall support team and brand through collaboration with CNTD to fully understand and develop technical and business requirements of cross functional projects
• Oversees and monitors CNeT help desk
• Manages timelines, ticket escalation and support of various systems including ticketing system and project management software
• Embraces customer experience and ensures technology supports
• Leads user acceptance testing for CNeT and mobile releases

Skills on Resume:

• Project Management (Hard Skills)
• Vendor Management (Hard Skills)
• Technical Expertise (Hard Skills)
• Collaboration (Soft Skills)
• Support and Help Desk Management (Hard Skills)
• User Acceptance Testing (UAT) (Hard Skills)
• Customer Experience Focus (Soft Skills)
• Team Leadership (Soft Skills)

Job Summary:

• Provide the initial setup and configuration of VC’s tools.
• Solicit, collect, and document requirements for new features and functionality. 
• Maintain focus on prioritization of requests, ensuring timely, well-written communication with all stakeholders.
• Level 1 support for user reported issues (access, permissions, how to use a given feature, etc) includes logging tickets when bugs are discovered.
• Responsible for client education and training, both scheduled and on an ad hoc basis.
• Coordinate work between the various internal tools teams.
• Participates in strategy and accountability for communication and task management with outside development team on new product development in both web and mobile platforms
• Contact vendors  to obtain direction on issue management and to resolve problems
• Aids in managing the O365 email system including user setup, removal and ongoing support
• Support of computers, emails, networking at the corporate office for CNST home team employees

Skills on Resume:

• Technical Setup (Hard Skills)
• Requirements Documentation (Hard Skills)
• Prioritization & Communication (Soft Skills)
• User Support (Hard Skills)
• Client Training (Soft Skills)
• Coordination (Soft Skills)
• External Communication (Soft Skills)
• Vendor Management (Hard Skills)

Job Summary:

• Management of incidents and problems (lvl1-2 support, lvl3)
• Solving issues and communicating/coordinating with stakeholders (Business, other Technology units, 3rd party suppliers).
• Operate and maintenance of a wide variety of platforms on Microsoft stack (Internally or externally hosted), like Windows Server, SQL Server, IIS
• Assist with the capacity planning and architecture of the infrastructure hosting said platforms 
• Automation of maintenance task with Powershell, SQL scripts or C#.NET.
• Investigate of issues via pre-acquired knowledge or through database (SQL Server) and code (C#.NET, C#.NET Core, VB.NET, VBA) analysis, based on the understanding of business processes 
• Participate in the planning, architecture, development and deployment of a multitude of business support applications and client facing services as part of the support team
• Ensuring the future scalability of the developments from an operational perspective 
• Assist during internal and external audits by ensuring that the audited processes are implemented correctly and providing proofs and reports for the audit 

Skills on Resume:

• Incident/Problem Management (Hard Skills)
• Stakeholder Communication (Soft Skills)
• Microsoft Stack Management (Hard Skills)
• Capacity Planning (Hard Skills)
• Automation (Hard Skills)
• Problem Investigation (Hard Skills)
• App Development/Deployment (Hard Skills)
• Audit Assistance (Hard Skills)

Job Summary:

• Contact for customers when questions, issues, and opportunities arise
• Provide basic technical and functional support to resolve straightforward inquiries using knowledge base and other internal resources
• Collaborate with Services and Product teams to resolve more complex issues
• Manage and curate the support portal.
• Apply critical thinking skills and experience in the configuration of software solutions to meet business requirements
• Plan and execute configuration tasks to support product implementations
• Collaborate with product development and project management teams
• Acts as the first point of contact for user support for BI tools and ERP Software such as Deltek
• Ensures applications delivered via the network operate effectively
• Installs PC workstation software, patches/fixes, and upgrades
• Identifies problems and then helps users troubleshoot this problem
• Complete business analysis tasks and work with system engineers to solve application issues

Skills on Resume:

• Customer Communication Skills (Soft Skills)
• Technical Support (Hard Skills)
• Problem Solving and Critical Thinking (Soft Skills)
• Support Portal Management (Hard Skills)
• Software Configuration (Hard Skills)
• Project Planning and Execution (Soft Skills)
• ERP and BI Tools Support (Hard Skills)
• System Administration (Hard Skills)