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Technical Customer Service Specialist, II at Valsoft Corporation. Technical Customer Support Specialist II. Employment Type:   Full Time, Non-Exempt. Experience:              Intermediate to Advanced Level. Department:            Customer Support. Industry:                 Software Information Technology and Services. Position Summary. This position works under general supervision to provide resolutions to end-users (customers) by performing a question diagnosis while guiding customers through step-by-step solutions. This support is provided by clearly communicating technical solutions in a user-friendly and professional manner. This position will provide software demonstrations on functionality and new features for current and potential customers and help set up system environments.. Duties and Responsibilities. ·       Troubleshoot support issues of a proprietary case management system. ·       Utilize internal and external tools to achieve a positive outcome for our customers. ·       Assist hosted customers in updating and maintaining their systems including add-on products to also meet federal reporting or accessibility requirements. ·       Demonstrate the ability to adapt to an ever-changing software development life cycle including new technologies and requirements. ·       Coordinate and provide application and database operations triage support to troubleshoot and resolve functional and performance issues encountered in production, development, and test environments . ·       Understand specifications and basic code reading skills. ·       Maintain quality case documentation, including formatting standards and styles. ·       Maintain case movement expectations . ·       Moderate guidance in own area of knowledge. ·       Perform duties as a Project Implementation Support Lead. ·       Identify and communicate potential issues proactively. ·       Design, recommend, and implement procedures necessary to save, retrieve, and recover databases from hardware and software failures. ·       Lead internal and customer calls where subject matter expertise is needed. Supervisory Responsibilities. ·       None. . Required Skills and Abilities. ·       Required to participate in daily scrums. ·       Required to participate in weekly Support triages. ·       Knowledge of the principles, practices, and techniques of computer databases, programming, and systems design. ·       Knowledge of computer operations, systems, and procedures. ·       Knowledge of computer database application systems and programming languages. ·       Experience in data processing flowcharting techniques, database structures and theories, and current database technologies. ·       Experience in data analysis, evaluation, and testing techniques and protocols. ·       Skills in problem solving and critical thinking; and in the use of a computer and applicable software. ·       Required to participate in creation and presentation of Support training activities. ·       Ability to work with customers on issues and inquires with minimal supervision. ·       Ability to work cases within contractual service level agreements. ·       Ability to communicate clearly for assigned duties both written and spoken. ·       Ability to provide timely updates on assigned work to relevant stakeholders. ·       Skilled in Microsoft Office; Word, Excel, PowerPoint, and Teams. Required Education and Experience. ·       Bachelor’s degree in computer science, management information systems, related field, or equivalents years of experience. ·       2-4 years’ experience in customer support. ·       Previous experience supporting proprietary database software. ·       Experience in computer systems, data analysis, or database development and maintenance work. ·       3+ years’ experience in software development in a business environment. ·       Skilled in relational database management systems (RDBMS). ·       Skilled in the software development life cycle (SDLC). ·       Skilled in networking knowledge to include connectivity, TCP-IP, DHCP, DNS, LAN/WAN. ·       Skilled Microsoft SQL Server to include creating basic select queries and reading stored procedures. ·       Skilled in Microsoft Internet Information Server (IIS). ·       Skilled in analytics using Power BI or Tableau. ·       Skilled programming skills or Visual Studio experience. Travel Required. ·       None. Physical Requirements. ·       Prolonged periods sitting at a desk and working on a computer. ·       Operation of a computer and typical office machinery. ·       Must be able to . lift up. to 15 pounds at times. Company Location: United States.