Application Support Engineer l Job at Allvue Systems

Allvue is hiring for the role of Application Support Engineer l!

Responsibilities of the Candidate:

• Conduct intricate technical troubleshooting, identify root causes, and deliver solutions.
• Deliver exceptional support, demonstrating problem-solving skills, and ensuring excellent customer service.
• Regularly triage and swiftly resolve problems for clients.
• Proactively solve problems independently.
• Manage support tickets through the JIRA ticketing system, email, or phone submissions.
• Seek ways to enhance productivity and improve client satisfaction.
• Exhibit time-management and organizational skills to set reasonable deadlines for issue resolution.
• Demonstrate soft skills to communicate politely, professionally, and promptly with clients to explain complex issues and solutions.
• Collaborate with cross-functional team members (Development, Professional Services, Cloud Operations, Customer Success Managers, etc.) to enhance products and services.
• Deliver top-notch customer experience and service.
• Proficiently handle multiple daily customer calls, including screen-shares for detailed troubleshooting of reported technical issues at a professional level.
• Demonstrate professional-level soft skills in communication with customers and internal staff.
• Take personal responsibility for customer satisfaction in resolving Production client concerns and issues.
• Create and maintain professional-level internal and customer-facing knowledge articles.
• Proactively inform leadership to enhance the product, reduce ticket volume, and refine processes as needed.
• Provide mentorship and training for other Support team members from a technical and process perspective.
• Adopt a team-oriented approach to collaborate or assist colleagues within the company on technical matters, processes, or product enhancements.
• Embrace our company's Core Values (Be Open, Be Curious, Be Passionate, Own It) and Rally Cry (One Brand, One Strategy, One Foundation, One Culture).

Requirements:

• Proficiency in conducting in-depth analysis, complex technical troubleshooting, and issue resolution.
• Strong hands-on experience in ETL and Data Warehousing.
• Strong research skills to advance investigations through written knowledge articles, training videos, and hands-on testing.
• Effectively communicate problem concepts, replication steps, root cause analysis, and resolutions to both technical and non-technical audiences.
• Knowledge of Accounting and familiarity with Business Central NAV / CRM is a plus
• Understanding of Business Intelligence concepts
• Familiarity with JIRA ticketing systems.
• Proficient self-starter capable of working autonomously.
• Meticulous attention to detail, coupled with strong organizational and coordination abilities.
• Exceptional customer service expertise.
• Proficient in written communication and interpersonal interactions.
• Proficient in utilizing Confluence and Jira ticketing systems.
• Well-versed in Microsoft Office 365 operations. (Outlook, Teams, Excel, OneDrive, SharePoint, etc.)
• Experience using Slack or other message systems.