WeSuite is seeking a full-time Client Support Representative to report to its Client Support Team in White Plains, NY.

Job Responsibilities include:

Answering Client support issues and working with clients via phone, connected session, and email.

Troubleshooting: Analyzing bugs, resolving problems, and providing root cause analysis for errors

Documentation and follow up: Recording issues using designated software tools, completing next steps, and following through resolutions.

Communication: Providing technical expertise with Clients and being an excellent communicator, both written and verbal

Collaboration: Building rapport and working with clients and others to engage clients.  Interaction with: Quality Assurance, Development, Account management, other team members, and management

Proactive improvements: Identifying and resolving potential issues before they become critical, and proposing improvements to enhance team effectiveness 

Building SQL queries for data analysis

Helping write and optimize in-application SQL statements and queries

Using data, generating and interpreting results to most accurately and quickly resolve issues

Controlling data quality and providing remedial actions

Assisting in the management of product provisioning, installation, and maintenance internally and with Clients

Working with Clients to create, program, deploy, and test Client documents within the software application

Preparing documentation and writing articles to publish in the client facing Knowledge Base

Handling common database procedures such as upgrade, backup, recovery, and migration

Performing application and database testing

Becoming expert in the configuration and use of WeSuite software and supporting tools and systems

Requirements

Relevant Experience:

·        3 years plus direct enterprise software application customer support

·        Troubleshooting and resolution of issues

·        SQL Server and database management

·        Writing SQL queries

·        Microsoft Windows environment

·        User of Microsoft TFS

·        Crystal Reports

·        Use of Zendesk

Skillsets Required:

·        SQL Server and database management

·        SQL queries

·        Excellent communication skills both written and verbal

·        Data interpretation

·        Zen Desk experience a plus