SCN Worldwide, LLC

Role Description - Deep dive on client-reported blockers to identify workarounds and test technical solutions that meet client goals - Troubleshoot technical and data-centric issues, including ETL pipelines and data schemas to help clients understand and solve their business problems - Participate in client and internal meetings where you leverage your product expertise to inform decisions and solutions - Leverage knowledge base articles to “teach clients how to fish”, and identify opportunities for reusable content - Serve as technical advisor and product advocate; thoughtfully considering customer needs to arrive at a best solution - Provide application support relating to software functionality, incident resolution and systems configuration - Operational experience with MS SQL including but not limited to creating and running scripts, configuration, and maintenance - Recognizes both basic and advanced problems, conducts research, provides resolutions, and follows up with customers as needed, escalating complex cases to the appropriate team - Consults with programmers to explain software errors or to recommend changes to programs - Install, configure, and support Scantron and third-party software - Ability to train non-technical resources within a customer environment - Ability to multi-task and meet multiple deadlines - Organized and detail oriented and the ability to learn, retain and apply considerable amounts of information Qualifications - 3+ years of technical support experience - Strong understanding of software development and troubleshooting methodologies - Excellent communication and interpersonal skills - Experience with support ticket management systems and CRM platforms - Strategic thinking and planning capabilities - Strong customer service orientation - Ability to work under pressure and manage multiple priorities Requirements - Experience with software deployment and configuration - Strategic thinking and planning capabilities - Strong customer service orientation - Ability to work under pressure and manage multiple priorities Working Conditions - Full-time position - May require occasional evening or weekend availability for critical issues Benefits - Competitive salary - Health, dental, and vision insurance - 401(k) with company match - Professional development opportunities - Paid time off and holidays - Life and disability insurance