Description

Modify software as necessary, including, but not limited to, changing scripts, reviewing application logs and making necessary modifications in database tables and tune peripheral applications to resolve the customer’s problem in a production environment, requiring extreme care and attention to detail  Troubleshoot/resolve customer problems of complex nature such as code defects, product configurations (files or data), networking, platform, third party communications, hardware configuration or other issues commonly encountered in system operation in a networked environment Thoroughly document and track case histories, issues, and actionable steps taken utilizing a case tracking system  Regularly update customers, via phone, email or client relationship management tool, of ongoing troubleshooting and resolution efforts, as dictated by published policy and procedure guidelines Provide great customer support through direct customer contact, including by phone, email, and case documentation Manage an individual open case queue, while monitoring the team escalation queue ensuring Service Level Agreements are met or exceeded Regularly receive escalated cases from management, and prioritize accordingly Document and report product/application defects to Premier Services Project team and escalate unresolved problems to the appropriate resources Attend Project Team meetings ensuring the proper notice and understanding of future products/features and the timeline of those Production deployments Attend and manage recurring client meetings to review current and past production incidents Establish relationships with other partner teams that impact technical support Follow the internal change control process to implement any required product modifications Participate in rotating “on call” coverage for escalated issues  Provide technical training and guidance to customers and other team members  Contribute to and build client specific Confluence spaces detailing custom application layers, services, processes, and procedures Responsible for ensuring that all security, availability, confidentiality and privacy policies and controls are adhered to

Requirements