Customer Support Specialist

As a Specialist in the Customer Service - Technical role, you'll be advancing your ability to resolve a wider range of technical issues for our customers. You'll assist in the troubleshooting, maintenance, and resolution of technical support cases. Your contributions will help improve customer satisfaction and operational efficiency by addressing more complex issues with increased independence., · Responsible for providing 1st line support of the TeamMate Audit Management System, Controls Management tool and Analytics tool for internal auditors (external customers) and internal teams (sales, consultants etc) in the Europe, Middle East and Africa (EMEA).

· Acquiring and providing in-depth knowledge of the TeamMate software technically and functionally to assist TeamMate clients in implementation, migration, configuration, and on-going support on TeamMate product suites (TM+, TMA)

· Ability to resolve technical problems and app workflow issues through detailed assessment, logical process, and high attention to detail.

· Take ownership and resolve all technical and product related incidents reported by users via e-mail, telephone, and our TeamMate client portal, in a timely and efficient manner in line with key metrics and KPI's.

· Thoroughly investigate reported incidents/defects through fact gathering and remote sessions.

· Build strong relationships with fellow analysts, knowledge specialists, and technical personnel to identify workarounds, solutions, and opportunities.

· Create, maintain, and progress all support calls using internal support tracking system (salesforce) for issue resolution and tracking.

· Contribute to the richness of the in-house knowledgebase with up-to-date solutions.

· Test and identify defects by documenting in the tracking system for the attention of the development team.

· Liaise with internal escalation, development, and functional teams for issue resolution.

· Become a subject matter expert (SME) for various technical and product related functionalities

· Adhere to and improve on current support processes

· Knowledge of APIs

· Solid understanding of SAAS solutions (Cloud)

· Experience of Federated Security (including IDP), SSO, MFA.

· Experience with SQL Server database, expertise level must include database backup and restore, ability to write SQL statements (select, update, delete, insert, joins), ability to capture problematic queries using SQL Profiler-

· Experience or knowledge of SSL and network components (load balancers, firewalls, proxies, etc)

· Experience with tools such as regedit, procmon, Wireshark, Fiddlercap and SQL

· Understanding of core concepts involved in networking, operating systems, and web servers.

· Ability to identify and troubleshoot software usage in varied environments

· Experience in handling mission critical applications operating in large/complex IT infrastructures

· QA skills - Issue Reproduction, Configuration of Systems

· Understanding of concepts such as .NET and Web Services as related to applications and their configurations.

· Understanding of relational database schema and concepts required

· Familiarity of popular web browsers (IE, Chrome) and underlying settings

Desirable Skills:

· Experience using Debug Tools

· XML/HTML knowledge

· Industry certifications such as CompTIA, Microsoft Certified Professional, etc.

· PowerShell scripting

· Content writing skills