Seeking a new career challenge? Then Woolpert is seeking you!
The Technical Product Support Technician II reports to the Director of Support and answers requests for software support from Data Cloud Solution’s (DCS) clients via our helpdesk ticketing system. This role builds on the foundation established in the Technical Product Support Technician I role by taking on additional responsibilities in customer support and issue resolution. This position troubleshoots advanced issues and provides solutions for our clients. Additionally, this position provides mentoring for entry-level support agents by sharing knowledge and techniques. This role works closely with other Support Team members and departments to meet Service Level Agreements.
Responsibilities
Essential Functions & Responsibilities
Expected to have advanced understanding of clients’ CAMA database software, workflows, and processes
Provides mentoring to new agents in the use, workflow, and configuration options for company products
Monitors and verifies the completion of daily tasks
Attends daily stand-up meetings
Facilitates customer meetings and provides mentorship to assist other agents in leading successful customer meetings
Meets with clients to review workflows, annual processes, and to provide updates on open issues
Consults with customers on adapting from old processes to new processes
Instructs client on application best practices
Contributes to the creation and maintenance of internal knowledge bases
Participates in ad-hoc projects
Data analysis
Internal training material development
Develops and delivers training sessions
Assists in the onboarding and mentoring of new Support team members
Other projects as needed
Ensures company directives are adhered to and stated goals are accomplished
Application Support via Helpdesk
Serves as a point of escalation for entry-level support agents, offering mentoring and guidance on subsequent steps of ticket investigation
Provides training and guidance in following ticket workflow, documentation, and processes
Detects configuration issues between DCS applications and customer’s system constraints
Opens tickets on behalf of customers
Continuously monitors queue for incoming tickets
Responds to customer inquiries
Remotely connects to client environments
Performs database querying and research
Provides issue status updates to customer
Completes Internal Support Escalation Template when escalating an issue for additional research
Select Additional Responsibilities
Metro Technician
Serves as the primary contact for metro customer(s)
Builds and maintains strong relationships with the customer
Provides or oversees support to metro customer(s), addressing inquires, troubleshooting issues, and ensuring timely resolution of issues
Advocates for metro customer(s), communicating their feedback, needs, and requirements to internal teams
Escalates unresolved issues or critical concerns per out escalation SOPs
QualificationsSkills & Proficiencies:
Technical Aptitude
Knowledge of standard IT hardware and equipment
Knowledge of operating systems and system administration: file directories, ownership and sharing, programs and processes, libraries, and secure network protocols
Knowledge of Virtualization and Cloud Computing
Knowledge of behaviors that can result in security issues involving confidentiality or integrity
Ability to work with VPN and Remote Desktop Protocol
Ability work with Structured Query Language (SQL) and various programming languages
Ability to diagnose and solve application issues
Ability to provide excellent customer support in the field of technology
Ability to clearly document interactions and information
Knowledge or expertise in Mass Appraisal, County Auditor/Assessor or Treasurer office is preferred
Experience training or making presentations to clients
Required Qualifications:
1-3 Years’ Experience providing software support via ticketing systems and/or phone for installations, upgrades, and QA testing or similar experience.
Bachelor’s Degree in Computer Science or related field, or comparable experience preferred
Prior Experience providing software support for a CAMA environment or familiarity with property tax valuation software
Travel:
Ability to travel on occasion, based on client needs
Resulting Physical Qualifications
Must be able to sit for extended periods of time.Must be able to operate and manipulate standard office equipment.Must be able to occasionally reach, bend, climb and/or balance.Must be able to frequently lift and/or move 10 pounds and occasionally lift and/or move up to 40 pounds.Unique Benefits
Certified as a Great Place to Work, Woolpert is one of the fastest growing architecture, engineering, and geospatial (AEG) companies in the world. With over 60 offices and countless projects around the globe, Woolpert makes a real difference at home and abroad. In addition to offering competitive pay, we provide employees with a robust set of unique benefits, including:
Diverse experiences: Work on meaningful projects that improve quality of life around the world.Freedom to work program: Set your own schedule and location (as appropriate).Principal program: Earn the opportunity to become an owner of the firm.Unlimited vacation: Take time off when it makes sense for you.Career development: Explore a wide range of learning and growth opportunities within and across industries.Health, life, vision, and dental insurance: Cover all your medical bases.Paid sick time, fitness reimbursement, pet insurance, identity protection, technology stipend, employee assistance program, and more: Choose the benefits that work best for you.
Level up your career with Woolpert. Apply today and join our team to help shape the future of tomorrow!
Why Woolpert?
Woolpert is looking for supportive, goal-oriented, and career-minded individuals who are, or are looking to become, industry leaders in their fields. We blend design excellence with innovative technology and geospatial applications to deliver exceptional value to our clients. When you join us, you'll join a team of experts who are passionate about their work and dedicated to building the next generation of industry leaders. Woolpert embraces progress and innovation, creating limitless opportunities for your career growth.
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
To all agencies: Please, no phone calls or emails to any employee of Woolpert or any of our subsidiaries about this requisition. All resumes submitted by search firms/employment agencies to any employee at Woolpert via-email, the internet or in any form and/or method will be deemed the sole property of Woolpert, unless such search firms/employment agencies were engaged by Woolpert's Talent Acquisition Team for this requisition and a valid agreement is in place. In the event a candidate who was submitted outside of Woolpert's applicant process is hired, no fee or payment of any kind will be paid.
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