Application Support Engineer II

2 miesięcy temu


Kraków, Polska AltaReturn Pełny etat

Job Description

We are Allvue Systems, the leading provider of software solutions for the Private Capital and Credit markets. Whether a client wants an end-to-end technology suite, or independently focused modules, Allvue helps eliminate the boundaries between systems, information, and people. We’re looking for ambitious, smart, and creative individuals to join our team and help our clients achieve their goals. Working at Allvue Systems means working with pioneers in the fintech industry. Our efforts are powered by innovative thinking and a desire to build adaptable financial software solutions that help our clients achieve even more. With our common goals of growth and innovation, whether you’re collaborating on a cutting-edge project or connecting over shared interests at an office happy hour, the passion is contagious. We want all of our team members to be open, accessible, curious and always learning. As a team, we take initiative, own outcomes, and have passion for what we do. With these pillars at the center of what we do, we strive for continuous improvement, excellent partnership and exceptional results. Come be a part of the team that’s revolutionizing the alternative investment industry. Define your own future with Allvue Systems 

Technical and Standard Practices

Provide daily customer support for Allvue Systems applications and Business-to-Business integrations. Performing complex technical troubleshooting, determining root causes, and providing resolution. Work independently and proactively solve problems without being directed by others. Developing client solutions based on technical best practices. Training customers and staff in troubleshooting techniques, best practices, applications, and programs. Handling support tickets via JIRA ticketing system, email, or phone submissions. Finding ways to increase productivity and improve client experience and satisfaction. Time-management skills and the ability to establish reasonable and attainable deadlines for resolution.

Customer Centric Experience/Relations

Providing best-in-class customer experience/service. Proficiency and willingness to handle multiple daily customer calls involving screen-shares to collect details and troubleshoot reported technical problems at a professional and technical level. Practice professional-level soft skills when communicating with customers and internal staff. Take personal ownership of customer satisfaction in resolving Production client concerns and issues.

Team and Knowledge-Centric Collaboration

Writing and maintaining professional-level internal and customer-facing knowledge articles. Take the initiative to inform leadership to proactively improve the product, reduce ticket volume, and refine processes as the business needs Mentorship and training for other Support team members from a technical and process perspective. Team attitude to collaborate or assist teammates or colleagues within the company on technical issues, processes, or product improvements. Be All-In with our company's Core Values (Be Open, Be Curious, Be Passionate, Own It) and Rally Cry (One Brand, One Strategy, One Foundation, One Culture). Advanced SQL Server T-SQL skills and database administration experience. In-depth understanding of Join types, Sub Queries, Functions, Stored Procedures, Optimization, and other advanced SQL concepts SQL Scripting/Writing skills to debug and resolve SQL code. Considerable experience with XML/XPath/XSLT technologies is a plus. Proficient in performing in-depth analysis, complex technical troubleshooting, and problem resolution. Demonstrate strong research skills and gather knowledge to progress investigations through written knowledge articles, training videos, and hands-on testing. Effectively communicate problem or issue concepts, steps to replicate, root cause analysis, and resolutions to technical and non-technical audiences. Self-starter who can work independently. Detail-oriented, with solid organization and coordination skills. Excellent customer service knowledge and skills. Professional written and interpersonal skills. Experience with Confluence and Jira ticketing systems. Experience with Code Check-in processes and applications such as GIT and ADO. Microsoft Office 365 experience and knowledge. (Outlook, Teams, Excel, OneDrive, SharePoint, etc.) Experience using Slack or other message systems.

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