Overview
The key responsibilities are:
- Providing an advanced level of functional and technical support to Aptitude Software’s customers regarding the company’s product portfolio.
- Engaging with company’s clients through skillful analysis, effective communication, coordination and cooperation with product management and development teams, in order to timely resolve incidents and requests.
- Maintaining a high level of client satisfaction.
- Obtaining detailed and accurate information relating to the business impact of client’s issues, utilizing effective questioning and troubleshooting techniques.
- Replicating, investigating, and diagnosing issues.
- Analyzing log files using standard debugging concepts.
- Working closely with internal Aptitude Software teams on escalated functional and technical issues, and product roadmap changes.
- Documenting issues for further diagnostic of root cause isolation when needed.
- Gathering and presenting client insights to teams across Aptitude while adhering to processes that ensure consistent and repeatable results.
- Liaising with Support management in North America, the UK and Poland.
The following statement is provided for context and culture: that practical detective mindset and strong technical knowledge are valued in the Second Line Support team. CSI for software, yes.
Qualifications & Experience
The ideal candidate will have the following skills, attributes & experience:
- Educated to at least Bachelor’s degree
- Previous experience in a similar role
- Analytical mindset, problem-solving ability, process-driven approach and quick learning
- Self-motivated with the ability to work independently
- Excellent interpersonal and communication skills
Advantageous Skills:
- Previous experience supporting enterprise finance software products
- Understanding of accounting principles
- Experience in Banking, Telco, High-Tech, or Insurance sectors
- Business analysis and testing experience
Technical skills:
- Good understanding of relational databases
- Good knowledge of SQL language
- Good knowledge of Unix/Linux operating systems and tools
- Knowledge of software debugging and profiling tools
- Ability to read and understand source code in programming languages like Java/C/C++/C#
- Ability to create simple ad-hoc programs or scripts
Availability and Work Pattern
- Needs to cover 8 hour shifts during extended day hours (06:00 – 24:00)
- On-call at night may be required
- Occasionally cover on public holidays and weekends (on-call rather than office work)
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