Application Support Specialist at CALERO – Rochester, New York

Provide exceptional technical support services to customers, resellers and channel partners worldwide, resulting in a high level of customer satisfaction. Work closely with other internal departments such as operations, engineering and sales.

Responsibilities:

• Answer incoming phone calls to the support team, ensuring all customer contacts are thoroughly documented using an incident management system.
• Respond to new tickets raised in an incident management system, providing USEFUL update to the customer within SLA.
• Manages multiple tasks in a fast-paced environment using strong problem-solving skills, priority decisions and time management.
• Replication, documentation and escalation of any support ticket.
• New login creation, account modifications, login deletions and password resets.
• Review and update of known issues, knowledge bases and wiki pages to support any ticket.
• Application of SQL patches for FinTech & Vision clients.
• Database restoration using AutoUTL (FinTech & CaleroMDM).
• Upgrades and patching of Connect clients (with assistance).
• Expansion of knowledge around Calero‘s entire product suite (FinTech, Calero.com, Connect, CaleroMDM and Pinnacle).
• May be required to support customers worldwide via live phone call in a 24/7 environment, as well as provide after-hours support dependent on demand.

Education:

Experience and Training:

Technical Knowledge:

• Effective communication skills; oral and written
• Extremely detail oriented
• Good understanding of telecommunication expense management or market data industries preferred