Application Support Engineer II

7 dni temu

Kraków, Lesser Poland Allvue Systems, LLC Pełny etat

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.
  • Work independently and proactively solve problems without being directed by others.
  • Handle support tickets via JIRA ticketing system, email, or phone submissions.
  • Provide technical support for BI applications, reporting, databases, and data integration processes, handling complex issues and escalations.
  • Diagnose and resolve technical issues involving multiple systems and data sources related to reporting, databases, and data integration processes.
  • Perform technical troubleshooting, determine root causes, and provide resolution.
  • Manage incident handling: Ensure accurate logging of incidents, proper categorization, and timely resolution of support tickets.
  • Collaborate closely with product and engineering teams to resolve issues and enhance the overall user experience.
  • Seek ways to increase productivity and improve client experience and satisfaction.
  • Conduct root cause analysis to identify recurring issues and implement long-term solutions.
  • Train customers and staff in troubleshooting techniques, best practices, applications, and programs.
  • Conduct user training sessions to help users effectively utilize BI applications and tools.
  • Identify areas for improvement in BI applications and processes and work with development teams to implement enhancements.
  • Assist in advanced data extraction, transformation, and loading (ETL) processes to ensure data integrity and accuracy.
Customer Centric Experience/Relations
  • Deliver best-in-class customer experience and service.
  • Handle multiple daily customer calls involving screen-shares to collect details and troubleshoot reported technical issues at a professional and technical level.
  • Utilize professional-level soft skills when communicating with customers and internal staff.
  • Take personal responsibility for customer satisfaction by resolving production client concerns and issues.
Team and Knowledge-Centric Collaboration
  • Write and maintain professional-level internal and customer-facing knowledge articles.
  • Inform leadership proactively to improve products, reduce ticket volume, and refine processes based on business needs.
  • Adopt a team-oriented attitude, collaborating and assisting colleagues on technical issues, processes, or product improvements.
  • Embrace our company's Core Values (Be Open, Be Curious, Be Passionate, Own It) and Rally Cry (One Brand, One Strategy, One Foundation, One Culture).
Qualifications
  • Mid-level SQL knowledge (SQL scripting/writing skills to debug and resolve SQL code).
  • Familiarity with BI tools such as Power BI, SSRS reports, and DW/ETL processes.
  • Demonstrate research skills and the ability to progress investigations through written knowledge articles, training videos, and hands-on testing.
  • Communicate complex problem concepts, steps to replicate, root cause analysis, and resolutions to both technical and non-technical audience.
  • Exceptional problem-solving and analytical skills.
  • Strong leadership and organizational skills.
  • Excellent communication skills with the ability to interact with senior stakeholders.
  • Professional written and interpersonal skills.
  • Experience with Confluence and Jira ticketing systems would be an advantage.
  • Proficient in Microsoft Office 365 experience and knowledge (Outlook, Teams, Excel, OneDrive, SharePoint, etc.).
  • Experience using Slack or other messaging systems.
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