Software Support Specialist Resume Samples
4.6
(143 votes) for
Software Support Specialist Resume Samples
The Guide To Resume Tailoring
Guide the recruiter to the conclusion that you are the best candidate for the software support specialist job. It’s actually very simple. Tailor your resume by picking relevant responsibilities from the examples below and then add your accomplishments. This way, you can position yourself in the best way to get hired.
Craft your perfect resume by picking job responsibilities written by professional recruiters
Pick from the thousands of curated job responsibilities used by the leading companies
Tailor your resume & cover letter with wording that best fits for each job you apply
Resume Builder
Create a Resume in Minutes with Professional Resume Templates
CHOOSE THE BEST TEMPLATE
- Choose from 15 Leading Templates. No need to think about design details.
USE PRE-WRITTEN BULLET POINTS
- Select from thousands of pre-written bullet points.
SAVE YOUR DOCUMENTS IN PDF FILES
- Instantly download in PDF format or share a custom link.
CW
C White
Caterina
White
429 Maye Corner
Los Angeles
CA
+1 (555) 102 3810
429 Maye Corner
Los Angeles
CA
Phone
p
+1 (555) 102 3810
Experience
Experience
Phoenix, AZ
Software Support Specialist
Phoenix, AZ
Sawayn LLC
Phoenix, AZ
Software Support Specialist
- Monitor and provide internal and external reporting on pending orders across workflow nodes, performing manual investigations and promoting them
- Serves as on-site technical support for all office equipment by assisting the Office Manager with addressing equipment malfunctioning and enhancement issues
- Ensuring that the customer is fully aware of the implications of any work being undertaken before that work commences
- Contribute to the ongoing improvement of Managed Services best practices
- Assist the Sales Account Director in developing and responding to proposals
- Support end users during and after implementation providing phone, email, remote and onsite assistance
- Provide Level 1 & 2 troubleshooting and problem solving support for Asset Management software
Dallas, TX
Aaa-protech Software Support Specialist
Dallas, TX
Thiel, Kshlerin and Lubowitz
Dallas, TX
Aaa-protech Software Support Specialist
- Work with customers, end-users and developers to resolve issues and respond to questions
- Assist users troubleshoot network access issues
- May work outside of normal work hours to accommodate problem resolution
- Investigate any reported network and application performance issues
- Assist users with software installation and training
- Respond to user account management requests
- Assist in the creation of user level help documentation and instructional videos
present
San Francisco, CA
Remote Technical Software Support Specialist
San Francisco, CA
Roberts, Predovic and Gleason
present
San Francisco, CA
Remote Technical Software Support Specialist
present
- Perform problem situation management and end-to-end problem ownership
- Basic MS Windows Sever and UNIX administrative knowledge (installation, create/modify users, manage system settings and services)
- Basic Networking knowledge
- Provide Level 1 remote technical support for IBM software products
- Contribute to high client satisfaction by meeting contractual obligations and customer expectations
- Maintain positive client relationships even in severe and pressurized situations
- Perform software problem determination, problem source identification, and develop action plans to resolve software problems utilizing a range of tools, techniques, knowledge bases, and processes
Education
Education
Bachelor’s Degree in Science
Bachelor’s Degree in Science
University of Central Florida
Bachelor’s Degree in Science
Skills
Skills
- Familiarity with databases and SQL
- Knowledge of Macintosh OS X
- Knowledge of popular page layout applications such as QuarkXPress and Adobe InDesign
- Ability to identify production issues and the ability to exercise good judgment regarding escalation
- Advanced troubleshooting skills
- The ability to work with and understand the command line of an Operating System
- Focus on customer experience and satisfaction
- Exceptional verbal and written communication skills
- Excellent organizational skills and the ability to manage multiple priorities
- Adept at problem solving
15 Software Support Specialist resume templates
Read our complete resume writing guides
1
Software Support Specialist Resume Examples & Samples
- 3+ years of strong experience in developing backend automation (REST/SOAP API/Webservices testing) test suites in Java
- 2+ year experience creating and/or extending automated test frameworks using JUnit or TestNG
- Automated UI testing experience using Selinium or similar a plus
- Knowledge of REST, SOAP web services and internet protocols and languages such as HTML and XML
- Excellent communication skills. Demonstrated experience in writing complex software test plans, standards and procedures
- Systems Administration knowledge/experience a must
- An ability to work with minimum supervision
2
Software Support Specialist Resume Examples & Samples
- At least 1 year experience in software products and IT environments to provide technical help
- Basic knowledge in customer service to large enterprise users
- At least 1 year experience in Linux and /or Windows
3
Remote Software Support Specialist Resume Examples & Samples
- Analyzing problems/situations, understanding problem impact on client business
- Maintaining positive client relationships even in severe and pressurized situations
- Willingness to work in swing/night shifts
- Participating in scheduled offshift (callout)
- German & Arabic fluent (both written and verbal), with neutral accent and excellent language comprehension
- College Technical degree and/or experience in relevant field
- Some IT experience (1 year ), through business or personal interest
- Sound problem determination and troubleshooting skills
- Arabic: Fluent
4
Remote Software Support Specialist Resume Examples & Samples
- Willingness to work in swing/night shifts – US prime shift
- English & Arabic fluent (both written and verbal), with neutral accent and excellent language comprehension
- Some IT experience (1 year), through business or personal interest
- At least 1 year experience in AIX
5
Level Software Support Specialist Resume Examples & Samples
- 5 years of hands-on software support and maintenance experience
- Experience in Level 2 software support and troubleshoot application software issues
- Extensive background across large scale transaction and GUI based applications with recent experience in Siebel technologies Sales / Call Center Application
- An excellent understanding of Oracle database Structure Query Language queries
- Experience with Linux and Windows server scripting
- A broad understanding of issue logging systems including JIRA, Service Center for managing issue lifecycle and tracking issues to closure
- A background with systems operating in a 24x7 production environment
- Experience in scripting and using source code control systems
- Relational database experience, Oracle preferred
- Demonstrated ability to meet schedules and multi-task
- Individual must be a team player, receptive to new ideas and concepts and willing to embrace them when final determinations are made
- Demonstrated team leadership skills
- Knowledge of credit card processing and related PCI standards
- A background in large scale transaction processing and financial management systems
- Client interaction and presentation skills
6
Software Support Specialist Resume Examples & Samples
- Associate’s degree, an industry recognized certification (CompTIA/Microsoft) or equivalent experience preferred
- Solid familiarity of Windows and UNIX Operating Systems. Knowledge of VAX/VMS/DCL is a plus but not required
- Familiarity with databases and SQL
- Knowledge of Macintosh OS X
- Knowledge of popular page layout applications such as QuarkXPress and Adobe InDesign
- Ability to identify production issues and the ability to exercise good judgment regarding escalation
- The ability to work with and understand the command line of an Operating System
7
Software Support Specialist Resume Examples & Samples
- Interfaces with end users to independently resolve problems concerning system function(s) which have been escalated through a problem ticket process and generally are outside of established processes and procedures. Reviews assessments of diagnostic information and determines alternatives
- Coordinates, oversees and/or conducts install, move, add, and change (ICMS) activities based for complex activities including integrated equipment and systems. Acts as the point of contact in various leveraged accounts and locations. Communicates with vendors, clients, and/or product line/service representatives as the point of contact in response to service requests
- Provides expert technical advise and input in developing and creating new service offerings or technologies, such as, working with desktop engineering teams on the development of the standard operating environment (SOE) for the account(s) and other related activities to ensure that client needs are met in a cost effective and timely manner
- Provides guidance and training to client population on system and products to eliminate recurring errors and where appropriate, provides recommendations for improvements
- Maintains currency regarding technological, process and/or other advances, specifically in line of service, to ensure team performance and to achieve team objectives
- Provides data for daily metric reporting. Provides systems software and hardware documentation and assesses system information where appropriate. Recommends and implements enhancements in order to ensure efficiencies
- Provides technical services or acts as a lead in support of project work; works with project teams to implement defined technical activities, such as enhancing or designing solutions for customers, creating new scripts and diagnostic tools to resolve problems and conducting transition or transformation activities for new accounts. Communicates in representing the service delivery organization as the client interface from problem identification to problem resolution. Establishes and builds client relationships
- Experience creating ETL templates using SAP Data Integrator or similar application highly desired
- Experience Microsoft Office highly desired
- Bachelor’s degree in related discipline or relevant equivalent experience required
- Excellent problem solving skills and a talent for identifying creative solutions and
- Solid verbal and written communication skills with a customer-centric attitude
- Fast learners at ease communicating via email, phone or in person and who have the ability to multi-task effectively
- Experience using or supporting CRM applications and familiarity with insurance industry or claims/risk management is highly desired
- Advanced computer skills
- Prior experience supporting software applications is a plus
- The ability to read/troubleshoot (or willingness to learn) SQL statements and experience with relational database concepts and client-server concepts is required
- Experience writing web intelligence reports using SAP BusinessObjects or similar application highly desired
- Strong interpersonal skills for interacting with team members and clients
- Organization skills to balance and prioritize work
- Leadership skills to guide and mentor the work of less experienced personnel
8
Software Support Specialist Resume Examples & Samples
- Should have experience in running scientific applications on large scale computers
- Should have experience in programming with Fortran, C/C++ , MPI and OpenMP parallel methods
- Should have experience in Matlab, R, shell scripts, Perl, and/or Python
- Knowledge of compilers (IBM, Intel and GNU compilers) and debugging
- Should have experience in providing support on Installing and upgradation of Scientific Libraries & applications
- Should have good understanding of high performance computing (HPC) architectures and underlying building blocks
- Should have experience in Job Scheduler like Loadleveler, Torque(PBS), and LSF
- Should be familiar with UNIX-based Operating System
9
Software Support Specialist Resume Examples & Samples
- This role has no direct reports
- Working knowledge of Microsoft Operating Systems
- Basic network configuration and troubleshooting experience
- Previous software support/training experience
- Basic knowledge of database driven applications and exposure to database tools such as SQL
- Prior experience with thin networks (Terminal Services, Citrix, etc.)
- Prior experience in project management
- Knowledge of media buying and selling process
10
Remote Technical Software Support Specialist Resume Examples & Samples
- Resolve software related technical service requests
- Provide Level 1 remote technical support for IBM software products
- Analyze problems/situations, understanding problem impact on client business
- Perform software problem determination, problem source identification, and develop action plans to resolve software problems utilizing a range of tools, techniques, knowledge bases, and processes
- Perform problem situation management and end-to-end problem ownership
- Maintain positive client relationships even in severe and pressurized situations
- Contribute to high client satisfaction by meeting contractual obligations and customer expectations
- Engage next level of support where required and work together with global Level 1 and Level 2 Technical Support Teams
- Excellent problem solving skills; logically and analytically minded
- Having the desire to tackle complex problems
- Exceptional motivation to develop a deep technical career
- Team collaboration
- Ability to perform under pressure
11
Software Support Specialist Resume Examples & Samples
- Focus on customer experience and satisfaction
- Excellent organizational skills and the ability to manage multiple priorities
- Adept at problem solving
- High performance individual that takes initiative whenever possible
- Comfort in bringing forward creative ideas and solutions
- Ability to work efficiently in both an individual and team environment
- A positive and energetic attitude
- 2+ years of customer service experience
- Previous experience in a software/technology support role
- Post-secondary education in the form of a certificate, diploma or bachelor’s degree
- Bilingual and able to read, write and speak Spanish proficiently
12
Software Support Specialist Resume Examples & Samples
- Prioritising and managing calls in an efficient and professional manner (from customers, Elekta engineers and Distributors)
- Ensure all support tickets are properly managed, regularly updated and an accurate account of activities is kept detailing the progress toward timely resolution or closure
- Communicate with customers to understand the problem, localize the origin, and troubleshoot efficiently to bring about a swift resolution
- Ensure the Customer is aware of what steps are necessary to diagnose and resolve the problem; this ensures they are fully aware of the Implications and time-scales involved
- Record all support activities in an appropriate call logging system
- Escalate to management any technical issues that are likely to become significant
- Fluent German and English language skills, written and verbal
- Technically minded with an obvious enthusiasm for technology - Experience supporting and administering with Linux and Windows operating systems & strong Technical skills in the area of PC/Network Computing (desired)
- Motivated and enthusiastic personality with the desire to learn and develop within the organisation
- Hard worker with a positive attitude, flexible and tenacious
- Multi-tasker, able to work with multiple issues at once using multiple languages
13
Software Support Specialist SQL DBA Resume Examples & Samples
- Manage Projects to repair bans in Bulk reporting status to the customer
- Supporting users on GUI based mission critical applications
- Support and Handle Issue tickets using Method and Procedures as defined by team
- Answering customer queries
- Determine and Develop Method and Procedures to fix new exceptions/issues
- Maintain and be responsible Method and Procedures for repairing accounts based on functionality changes
- Opening defect for new issues based on Ticket handling
- 5+ years of working knowledge of SQL on DB like ORACLE/db2/Sybase
- Understanding of Unix and ability to write Unix Shell scripts
- 5+ years of experience working with Java/JAVA EE based application
- Excellent Communication (verbal & writing) skills
- Ability to interact with customer and business organizations
- Ability to support in multiple projects and applications
- Understanding of application flows based on business processes
- 5+ years of experience with Web logic/WebSphere servers
14
Software Support Specialist Resume Examples & Samples
- Team Work and Collaboration - Works as technical focal point with other teams to resolve cross product/solution issues
- Technical Ownership - Assumes ownership and accountability of specific modules within an application and provides technical support and guidance in problem resolution for critical/ complex issues
- Innovation and Continuous Improvement - Brings continuous improvements/efficiencies to software or business processes by utilizing Software Engineering tools, various innovations and techniques and the reuse of existing solutions. Applies automation to minimize complexity, reduce time to response, etc
- Quality and SLAs - Contributes in meeting various SLAs and KPIs as applicable for the account and unit; for example, responsiveness, resolution, software quality SLAs, etc. Ensures assigned tasks are completed on time and the delivery timelines meet the quality targets of the organization
- Work with a team that help our customer achieve their most critical goals
- Excellent career opportunities in a fast paced exciting environment
15
Software Support Specialist Resume Examples & Samples
- Answering phone calls from customers, business units and distributors seeking product support
- Act as initial software support escalation point
- Provide consistent mentoring to Support Specialists
- Troubleshoot product issues in a live clinical environment
- Prioritize activities to ensure clinical system down problems receive immediate attention
- Document all support activities in line with Elekta policies and procedures
- Resolve and/or escalate cases as required. (spend no more than 90 minutes on an issue before requesting assistance from Regional Product Specialists)
- Identify product issue trends and alert management
- Propose solutions to improve support issue management
- Prioritize and manage cases in an efficient and professional manner
- Visit customer sites to investigate and resolve product or political issues
- Communicate with customers to understand the problem, localize the origin, and troubleshoot efficiently to bring about swift resolution
- Ensuring that all interested parties are aware of ongoing or escalating issues, progress being made and any plans that have been put in place
- Clearly explain to the customer what steps are necessary to diagnose and resolve the problem so that they are fully aware of the implications and timescales involved
- Ensuring that the customer is fully aware of the implications of any work being undertaken before that work commences
- Documenting and having that work accepted by the customer before leaving site or closing the case
- Be flexible to travel at short notice
- Write knowledge articles
- Develop skills to become a Subject Matter Expert in a relevant specific area
- Attend internal and external training as required. Demonstrate knowledge and skills obtained from training
- Significant demonstrable experience supporting Elekta OIS and TPS products
- Qualified software installer for OIS to linac connectivity, minimum of one connectivity type or qualified to install all types of TPS implementations
- Billingual in English and Russian
- Ability to solve complex product issues
- Ability to mentor and pass on knowledge
- Ability to effectively interact with customers and colleagues
- Flexible and accommodating approach
- Ability and desire to promote Elekta’s professional image
- Can demonstrate outstanding customer care skills
16
Software Support Specialist Resume Examples & Samples
- Monitor support queue, or take dispatched incidents to resolve customer issues
- Liaise with Customers, call center , NCR internal R&D and PS teams, Project managers, QA resources, NCR leadership
- Capture and record issue details and resolution provided
- Monitor your open tickets and provide routine follow up as defined by the SLA
- Adhere to NCR standards and procedures
- Work with the call center to assure timely and accurate data capture in issue reporting
- Ensure customer deadlines through effective allocation of your time, prioritizing high priority issues and monitoring progress
- Conduct quality control checks and provide feedback as necessary
- Provide follow up with customers and resolve escalated issues
- Drive and initiate revenue generating activities where appropriate
- Monitor customer surveys and take appropriate follow-up actions with both the customer and the employee
- Drive customer satisfaction by working with PS and Dev teams for post implement activities taking place on customer sites
- Coordinate the efforts of internal resources to ensure problems are resolved in a timely and effective manner
- Must have a good understanding of a "service business" in a Supply chain industry and a working knowledge of Power Enterprise
- Excellent analytical and problem solving skills, combined with the ability to provide quick resolution to problem
- Must be a customer service oriented and believe in teamwork, collaboration adaptability & initiative
- Strong interpersonal, communication and leadership skills
- Preferred 5 years of relevant work experience with ERP packages
- Relevant NCR experience
- Experience with ERP package, preferable Power Enterprise
- Knowledge and experience with SQL DB – SQL queries
- Experience in on-job support at customer sites
- QA background
- Have innovative, technical and creative approach
- Achievement focused
- Ability to build relationships
- Highly developed communication skills
- Passion, drive and ‘can do’ attitude
- Integrity and Trust
17
Software Support Specialist Resume Examples & Samples
- Troubleshoot customer problems and answer questions via phone and e-mail
- Log customer interactions and requests in SalesForce
- Create Knowledge Base articles for customers as necessary
- Work with internal teams, coordinating and communicating in order to resolve customer issues
- 2-5 Years of technical support experience, preferably with Business and/or Accounting software
- Familiar with the following: Windows, IE Explorer, Chrome, Microsoft Word, Outlook
- Ability to multi-task and dynamically prioritize tasks
- Working knowledge of Microsoft Office, including Word and scheduling in Outlook
- Experience with small computer networks and firewalls and anti-virus software a plus
- Familiarity with QuickBooks or with basic accounting principles a plus
18
Software Support Specialist Resume Examples & Samples
- Identifying any necessary training requirements and escalating these to management
- Technical skills in the area of PC/Network Computing (desired)Prioritizing and managing calls in an efficient and professional manner (from customers, Elekta engineers and Distributors)
- Clearly explain to the customer what steps are necessary to diagnose and resolve the problem so that they are fully aware of the Implications and time-scales involved
19
Software Support Specialist Resume Examples & Samples
- Assist customers with various technical issues that occur during the use of our ERP Solution by telephone, online chat, email, or remote connection
- Document and report in a professional manner questions and problems and customer comments
- Manage multiple priorities and requests with speed and professionalism
- Provides a superior Customer Support experience with communication skills, responsive follow through, and advocacy for customer issues within the support team and other internal departments
- Remain current in software solutions, supported environments and components, as well as the interfaces to other products
- Assist in testing future product releases
- Develop and update Knowledge Base entries
- Service oriented focus and ability to work as part of a fast paced, high performance team
- Understanding of Manufacturing/Distribution business processes including supply chain management, inventory counts, and order entry process flows
- Proficient in Microsoft applications
- Demonstrated written and verbal communication skills critical
- Excellent decision making, analytical, and customer services skills
- Ability to handle multiple assignments, prioritize tasks, and meet demanding deadlines
- Motivated self-starter with a willingness to take on new challenges
- Fluency in English and Spanish a plus
20
Software Support Specialist Resume Examples & Samples
- Receiving end user calls
- Provide excellent verbal and written customer service for commission based agents being mindful of the financial services producer environment
- Ticket escalation to respective Support Group
- Incident resolution and recovery
- Ticket Closure
- Basic understanding of financial services sales and agent/callers’ perspective as they working in an commission based producer environment
- Customer service orientation and ability to work in a team
- Strong keyboard and typing skills
- Salesforce Knowledge/Certification preferred
- Bachelors or Associates Degree
- SFDC Certification
21
Software Support Specialist Resume Examples & Samples
- Provide necessary and on-going training to the program, and trouble shoot any issues that may occur when using the FACES software
- Ensure that any needs identified by the staff are addressed, including IT support, equipment, telephone, etc. and will be maintained and supported
- Stays abreast of trends and regulations to ensure effectiveness and compliance.Complies with all software and network compatibility and recommends purchases
- Serves as on-site technical support for all office equipment by assisting the Office Manager with addressing equipment malfunctioning and enhancement issues
- Directs local implementation and execution of new/upgraded information systems via well-defined plans including procedures, deadlines, and accountability
- Any additional office needs including printing capabilities, connections, applications related to mileage reimbursement, will also be supported by the IT Specialist
- Bachelor's Degree in Information Systems or related field or equivalent experience and
- Two or more years' experience as a trainer
- Care management systems experience preferred
- Understanding of general business and health care issues
- Ability to communicate technical concepts to technical and non-technical audiences
- Demonstrates ability to learn new technologies
22
Remote Technical Software Support Specialist Resume Examples & Samples
- Basic MS Windows Sever and UNIX administrative knowledge (installation, create/modify users, manage system settings and services)
- General IT administrative knowledge, basic notions and exposure to server architecture and operations (e.g. what is a cluster, load balancer, how to troubleshoot a user/sw error)
- Basic understanding of programming and or scripting concepts, preferably from a Java environment perspective (e.g. what is a class, what is a method or property, how to inherit)
- Basic Networking knowledge
23
Software Support Specialist Resume Examples & Samples
- Installation and assist in configuration of the solution
- Support end users during and after implementation providing phone, email, remote and onsite assistance
- Initial months are training and working in a small team at corporate office, once completed must be able to travel to customers’ sites through out North America
- Two plus years of experience required
- Experience working in the gaming industry a plus
- SQL also required
- Ability to work on the team and also independently
- Well organized and attention to detail
24
Software Support Specialist Resume Examples & Samples
- Deep understanding of control protocol used in such environments BGP, LDP etc… (MUST)
- Deep understanding of the Routing, Switching process (i.e. Static, IGP, L2 Forwarding) (MUST)
- Deep understanding of the OSI/DOD (TCP/IP) reference models (MUST)
- Working knowledge of these technologies on a CISCO IOS (MUST) Juniper JUNOS (advantageous)
- Familiarity with virtualization platforms (VMware, KVM, Openstack) and their implementation of networking for virtual machines using NVO (Network Virtualization Overlays e.g. VXLAN) (advantageous)
- Basic familiarity with scripting language and config management utilities (e.g. Python, Bash, Ansible) (advantageous)
- Some experience with Firewalls , WAN-OPT, load balancers etc.. (advantageous) will help with VNF onboarding
- Basic familiarity with Linux administration (e.g. networking, resource management) (advantageous)
- Familiarity with middle-ware messaging bus (i.e. ZeroMQ, RabbitMQ) (advantageous)
25
Software Support Specialist Resume Examples & Samples
- Minimum of five years experience working in a corporate environment
- Strong demonstrated writing skills, articulating complex ideas in an easy to understand manner
- Demonstrated project management skills to plan and deliver on established tactical and strategic goals
- Ability to travel on occasion - local, as well as occasional interstate and international customer travel may be required
- Database Management - MS SQL Database Admin MS SQL Scripting (triggers, stored procedures and data analysis) MS SQL Server provisioning and administration (backups, synchronisation, schemas, rights, constraints, accounts) Oracle administration (optional)
- Technology / Languages, working knowledge in - HTML, CSS, JavaScript XML Java Tomcat Virtual machines, Citrix, Windows RDS
- Interface experience - LDAP Talend ETL Data migration
- Reporting Tools - SAP Business Objects 4.x Tableau
26
Clinical Software Support Specialist Resume Examples & Samples
- Actively seek and maintain the necessary clinical and technical competence to be able to effectively diagnose and resolve problems on all of the Elekta software product range
- A strong Clinical Oncology radiography understanding to be able to apply in everyday use to guide customers through product application/work-flow
- Technical skills in the area of PC/Network Computing (desired)
27
Software Support Specialist Resume Examples & Samples
- The formal education equivalent of a bachelor’s degree in information technology, computer science, or a related field
- Master’s degree or higher from an accredited institution of higher education
- At least two years of experience in computer training
- At least one year of experience with Advance Database
- Knowledge and experience with Advance
- Knowledge and experience with Microsoft Office suites
- Knowledge of operating systems and varying levels of computer skills
- Advanced written and verbal communication skills
- Ability to speak in front of crowds
- Ability to stay organized and meet deadlines
- Ability to instruct individual or groups
- Ability to learn basis computer troubleshooting in order to teach software
28
Software Support Specialist Resume Examples & Samples
- Day-to-Day Support Activity includes monitoring and tracking of phone calls and emails, support of meetings, and inclusion in the after-hours on-call rotation
- Responsible for building and maintaining client relationships at both the Client’s Primary System Administrator and Management level, providing ongoing total quality account management through teamwork and proactive client communication. This includes regularly scheduled status calls, metrics, and pre- and post-implementation support
- Identification of account needs and then developing plans along with the Sales Account Director to meet them
- Manage and own client issues through entire issue lifecycle
- Develop and maintain deep knowledge of clients’ system customizations and interoperability with their in-house applications
- Responsible for making System Administrative updates to the system as requested
- Ensure client administrator list is maintained and remains current
- Utilize incident and case tracking software to document and track all relevant client issues and activity
- May be required to participate in creating and maintaining user manuals, system courses, monthly newsletters, and other reference and training support materials
- Assist the Sales Account Director in developing and responding to proposals
- May be required to assist in training new hires, both within client services as well as other departments
- May be required to facilitate and lead client training sessions, remote or on client premises
- May be required to provide demos of the ComplianceWire platform internally or with clients
- Ensure department compliance with regulations of 21 CFR Part 11 and all company processes directed by SOPs, for clients where appropriate
- Other Client Service support duties as required
- Excellent people skills
- Outstanding organizational and communication (verbal and written) skills
- Superior troubleshooting abilities a must
- Intermediate knowledge of MS Excel, MS Word, MS Outlook
- Ability to handle multiple projects on different timelines
- Same day and overnight travel (approximately 10% of time)
- Prior experience in the Pharmaceutical Industry and/or other regulated industries, adult education, customer support, sales support, project management and or training in the computer software industry
- Experience with web-based products and software a plus
29
Software Support Specialist Resume Examples & Samples
- Computer Science degree and 1-3 years of related work experience
- Experience in MS SQL a must. Ability to create Q/A scripts, import/export data, data maintenance
- Demonstrate ability to analyze and understand complex software applications with minimal direction
- Must be able to work within tight deadlines and be adept at balancing shifting priorities and time management
- Must be a strong team player with excellent written and verbal communication skills in English
- Ability to accept personal accountability and ownership for areas of responsibility
- Strong analytical skills with excellent customer service skills
- Strong client focus and collaborative work style
- Ability to understand and explain technical information
- Skill in creating customer facing documentation
30
Level Software Support Specialist Resume Examples & Samples
- Manage case load (full escalations and requests for assistance)
- Diagnose and solve technical issues at 3rd level and where needed, escalate to internal development teams or external vendors as required
- Provide technical assistance and remote troubleshooting support as part of a global 24/7 support organization including availability to perform on-call (after hours) shifts
- Detect, investigate, recreate and raise defects. Track defects through internal systems and turn around fixes for Production issues, set up environment to reproduce issues and test potential workarounds, develop ad-hoc solutions (e.g. scripts) to address issues as workarounds
- Mentor Level 1 and Level 2 Support Technicians, write and review technical documents (Knowledge, Support Plans, Technical Advisory Bulletins) for internal and public use, leverage opportunities for continuing education
- Work closely with other Systems Analysts, Developers, Testers and Project Managers to improve customer satisfaction
- A minimum of 3 -5 years in a senior technical support role is required. Experience providing support to the Retail industry (highly desirable)
- Strong technical background in writing SQL queries (Mandatory) and development (.NET, scripting, web services, XML/HTML)
- Solid skills in producing a clear, accurate, and concise problem statement, in gathering/analyzing data, and in recording high-quality and sufficiently detailed case notes, solid troubleshooting skills and proficiency in using related tools and technologies
- Exceptional customer service skills (soft skills), Ability to be persuasive/assertive while maintaining a professional demeanor
- The successful applicant will bring energy and enthusiasm in to a team environment and work collaboratively to investigate and resolve issues arising in Production systems. They will have impeccable communication skills, strong technical abilities and experience in performing application support with a highly analytical mindset
- Must be available to perform on-call (after hours) duties
- Bachelor's Degree in a related discipline preferred
- Experience working in a managed services or outsourced environment
- Previous experience working with retail software Point-of-Sale(POS) systems and exposure to middleware Enterprise System Bus(ESB) and System Center Operations Manager (SCOM)
- Previous experience working with Microsoft Technologies: Microsoft SQL Server, Microsoft Servers Microsoft .NET Framework, IIS 7, SCCM and Virtual servers
- Scripting: batch, VB, PowerShell
- ITIL certification or significant background working in an ITIL environment
31
Aaa-protech Software Support Specialist Resume Examples & Samples
- Work with customers, end-users and developers to resolve issues and respond to questions
- Assist users with software installation and training
- Document reported issues and issue resolution
- Validate fixes for customer reported issues
- Respond to user account management requests
- Assist users troubleshoot network access issues
- Investigate any reported network and application performance issues
- Assist in the creation of user level help documentation and instructional videos
- May perform database maintenance
- May work outside of normal work hours to accommodate problem resolution
32
Software Support Specialist Resume Examples & Samples
- Day-to-Day Support Activity includes monitoring and tracking of client cases, phone calls and emails, support of meetings, and inclusion in the after-hours on-call rotation
- Identification of account needs and providing input to the Sales Account Director and the eLMS Product Manager
- Provide effective solutions for clients combining best practices, experience, and leveraging full capabilities of the eLMS platform
- Provide product improvement ideas to Product Manager based on experience with and input from clients
- Develop and maintain deep knowledge of clients’ system configuration, processes, priorities and interoperability with their in-house applications
- May be required to provide demos of the UL Compliance to Performance eLMS platform internally or with clients
33
Software Support Specialist Resume Examples & Samples
- Maintain 48 hour Service Level Agreement
- Own customer issues from start to finish
- Clear, concise communication
- Create knowledge base articles as necessary
- 2+ years of customer service or product support experience. SaaS preferred
- Familiar with: Windows, Internet Explorer, Google Chrome, Microsoft Office
- Ability to multi-task and prioritize tasks as you go
- Experience with small computer networks, firewalls, and antivirus software a plus
34
Software Support Specialist Resume Examples & Samples
- Responsible for providing best-in-class Application support to a global customer base
- Maintains ownership for the resolution of complex technical problems, including debugging, simulations, locating bugs,
- Tool and script development for problem diagnosis, troubleshooting and reproduction
- Leading E2E technical support for accounts, from technical onboarding till stabilization
- Contributing to the automation and reusability of SW Support best practices and tools
- Handling production incidents (P1, P2, P3)
- 24x7 Rotation on call support or On-desk support
- Handle CRQs
- Provide RCA/LLs
- Suggest improvement plans
- Knowledge of Devops
- Experience – 4+ Years
- Bachelor’s degree in Science/IT/Computers or equivalents
- Very good Knowledge of Java and SQL/UNIX
- Good analytical skills & Problem Solving skills
- OSS knowledge in below domain
35
EMR Software Support Specialist Resume Examples & Samples
- Provide EMR helpdesk system support by answering calls, analyzing and/or troubleshooting issues submitted through the helpdesk ticket tracking system
- Performing Administrative Activities
- 2 years experience in software support in the Computer/IT industry
- Previous experience with Medical billing systems a plus
- Working knowledge of HIPAA Privacy, Security and Transaction code sets
- Time management
- Microsoft Office
- Commitment to company values
- Use of Microsoft Office – specifically Excel
- System Analysis and Troubleshooting
36
Software Support Specialist Resume Examples & Samples
- Responsible for monitoring, investigating and resolving related to Orders in Kenan Fx
- Responsible for interacting closely with customer support teams and project teams in other areas, managed downtime events and night activities
- Be an expert and trusted advisor to Telco customer support team in the areas of Orders and Case Management
- Will combine in-depth knowledge of the Kenan Fx Ordering capabilities, along with knowledge of the impact of manual operations on all system related issues
- Monitor and provide internal and external reporting on pending orders across workflow nodes, performing manual investigations and promoting them
- Recommend workarounds for production issues until final resolutions will be implemented
- The position involves exposure to sensitive data, and a commitment to confidentiality
- Be the liaison between Telco business people AMDOCS teams and systems
- Follow Managed Services and support methodologies
- Apply proactive monitoring tools and methodologies, anticipate critical situations and alert internally
- Adhere to SLA / KPI requirements
- Analyze incidents related to Comverse BSS solutions and be able to propose proper remedy
- Share knowledge with colleagues
- Train customers on the job to understand flows, operations and impacts
- Oracle DB, SQL hands-on experience
- Knowledge in BSS system architecture
- Unix or Linux hands-on experience
37
Software Support Specialist Resume Examples & Samples
- Kenan Fx Billing Operations Expert will operate, monitor and support billing processes
- Be an expert and trusted advisor to Telco teams in the area of Billing
- Ensure the smooth operation of the proforma and live billing activities – bill preparation, invoice generation, payments and journaling processes
- Review and analyze bills and invoices for billing accuracy
- Monitor and provide internal and external reporting on billing dispute activity
- Ensure that invoice and inventory discrepancies are reconciled
- Analyze incidents related to AMDOCS BSS solutions and be able to propose proper remedy
- Unix or Linux hands-on scripting experience
