Technical Product Support Tech II

Essential Functions & Responsibilities 

• Expected to have advanced understanding of clients’ CAMA database software, workflows, and processes 

• Provides mentoring to new agents in the use, workflow, and configuration options for company products 

• Monitors and verifies the completion of daily tasks

• Attends daily stand-up meetings

• Facilitates customer meetings and provides mentorship to assist other agents in leading successful customer meetings

• Meets with clients to review workflows, annual processes, and to provide updates on open issues 

• Consults with customers on adapting from old processes to new processes

• Instructs client on application best practices

• Contributes to the creation and maintenance of internal knowledge bases

• Participates in ad-hoc projects

• Data analysis

• Internal training material development

• Develops and delivers training sessions

• Assists in the onboarding and mentoring of new Support team members

• Other projects as needed

• Ensures company directives are adhered to and stated goals are accomplished 

Application Support via Helpdesk 

• Serves as a point of escalation for entry-level support agents, offering mentoring and guidance on subsequent steps of ticket investigation

• Provides training and guidance in following ticket workflow, documentation, and processes

• Detects configuration issues between DCS applications and customer’s system constraints

• Opens tickets on behalf of customers

• Continuously monitors queue for incoming tickets

• Responds to customer inquiries

• Remotely connects to client environments

• Performs database querying and research

• Provides issue status updates to customer

• Completes Internal Support Escalation Template when escalating an issue for additional research 

Select Additional Responsibilities 

Metro Technician 

• Serves as the primary contact for metro customer(s)

• Builds and maintains strong relationships with the customer

• Provides or oversees support to metro customer(s), addressing inquires, troubleshooting issues, and ensuring timely resolution of issues

• Advocates for metro customer(s), communicating their feedback, needs, and requirements to internal teams

• Escalates unresolved issues or critical concerns per out escalation SOPs 

Skills & Proficiencies:  

• Technical Aptitude

• Knowledge of standard IT hardware and equipment

• Knowledge of operating systems and system administration: file directories, ownership and sharing, programs and processes, libraries, and secure network protocols

• Knowledge of Virtualization and Cloud Computing

• Knowledge of behaviors that can result in security issues involving confidentiality or integrity

• Ability to work with VPN and Remote Desktop Protocol

• Ability work with Structured Query Language (SQL) and various programming languages

• Ability to diagnose and solve application issues

• Ability to provide excellent customer support in the field of technology

• Ability to clearly document interactions and information

• Knowledge or expertise in Mass Appraisal, County Auditor/Assessor or Treasurer office is preferred

• Experience training or making presentations to clients  

Required Qualifications: 

• 1-3 Years’ Experience providing software support via ticketing systems and/or phone for installations, upgrades, and QA testing or similar experience.

• Bachelor’s Degree in Computer Science or related field, or comparable experience preferred

• Prior Experience providing software support for a CAMA environment or familiarity with property tax valuation software  

Travel:  

• Ability to travel on occasion, based on client needs

Resulting Physical Qualifications

• Must be able to sit for extended periods of time.
• Must be able to operate and manipulate standard office equipment.
• Must be able to occasionally reach, bend, climb and/or balance.
• Must be able to frequently lift and/or move 10 pounds and occasionally lift and/or move up to 40 pounds.