Production Support Representative

Position Description: The Production Support 2 Developer I (PS2 Developer I) for Client Support acts as Tier 2 support for resolving client issues and cases escalated by Tier 1 personnel. This position is mentored by the PS2 Developer II.

While working with the PS2 Developer II, the PS2 Developer I, resolves support issues by conducting root cause analysis, system analysis, data updates and coordinates resolution efforts within the Client Support group as well as inter-departmentally throughout the company. This position works with the PS2 Developer II for the analysis, test and promotion of the change management process for client users.

The PS2 Developer I is involved in the discussion to strategize how to lower case volume and improve turnaround times. This position is involved in the training and development to DataServ support staff on case management.

The PS2 Developer I is required to be available for periodic testing before deployment of all solution enhancements. This testing is completed outside of regular working hours.

This position reports to the Manager, Client Support and is part of the DevOps team.

RESPONSIBILITIES:

Essential Functions

• Works with the Client Support team to manage, prioritize, investigate and resolve all client issues that are escalated from Tier 1 personnel. This involves configuration of 3rd party and internally developed software tools for Document Management, application debugging and programming, database querying and manipulation, reporting, etc.
• Is part of the team that analyzes reported client-specific or system-wide issues and enhancements, determines affected data and system components, creates solution recommendations, implements fixes, and unit/system tests these changes. Researches and analyzes data inconsistencies. Escalates issues and works with Tier 3 support to resolve the issue.
• Analyzes historic case volume to identify trends and root causes to improve the system, documentation and training.
• Supports case management activity in the Client Support team and drives towards timely resolution, proactively reporting issues and suggesting process improvements. Maintains thorough process and system documentation.
• Works directly with the Client Success team, DataServ clients, vendors, peers and managers to clarify issues, coordinate activities and communicate results.
• Provides regular status updates to the Tier 1 team and management regarding issue resolution.
• Participates with the Solution Delivery group on project transition of clients to Support.
• Participates in on-going development to build technical and document management expertise.
• Follows departmental standard processes for testing, deployment and support of solution sets.

Competencies

• Communication
• Technical Expertise / Knowledge
• Problem Solving / Results
• Trust / Ethical Practice
• Cultural Awareness / Values

WORK ENVIRONMENT

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, printers, telephones, photocopiers, and filing cabinets. As a Software-as-a-Service (SaaS) company, employee must be technically savvy with the ability to use the computer/keyboard to conduct business.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

While performing the duties of this job, the employee is occasionally required to stand; walk; sit; use hands to finger, handle, or feel objects, tools or controls; reach with hands and arms; talk or hear. The employee must occasionally lift or move office products and supplies up to 20 pounds.

POSITION TYPE/EXPECTED HOURS OF WORK

This is a full-time, exempt position with days of work Monday through Friday and with hours scheduled around core hours of operation. This position is part of the team required to rotate coverage of after-hours support. This work is completed outside of regular working hours.

TRAVEL

Little to no travel is expected for this position.

REQUIRED EDUCATION/EXPERIENCE

• Associates degree in technical field
• Minimum 0 to 2 years' experience on a technical help desk resolving application questions relevant to client support.
• Minimum 6 months to 1-year experience driving support cases to timely completion.
• Experience with one or more database query or scripting languages including SQL with ability to create SQL queries.
• Ability to identify and analyze trends in customer issues early on and act to work towards a permanent solution.
• Must be able to communicate in technical and non-technical terms depending on audience.
• Ability to collaborate effectively with a wide array of people on many different levels.
• Will answer the phone during the day when needed by Tier 1.
• Will test product releases, typically once a month.

PREFERRED EDUCATION/EXPERIENCE

• Experience working with customers preferred.
• Experience with Linux a plus.

ADDITIONAL QUALIFICATIONS

• Demonstrates an ability to understand and use development or administrative tools.
• Ability to plan, organize, schedule, and manage personal work and small projects.
• Proven analytical thinking and problem-solving skills
• Must exhibit strong written, verbal and listening communication skills
• Ability and desire to thrive in a team-oriented, fast-paced environment

AAP/EEO STATEMENT

DataServ is an Equal Opportunity Employer/Vet/Disabled.

Current Openings for Production Support Representative Jobs at DataServ Missouri