L2 Application Support Engineer

PrimeRevenue, Inc; Atlanta (GA); On-site; USD 70,000 - 90,000; Full time

Job summary

PrimeRevenue is seeking an L2 Application Support Engineer to resolve customer issues efficiently, handling requests, changes, and incidents based on client needs using documented procedures.

You'll provide technical Level 2 support to Global Level 1 teams, work in a distributed global team, and collaborate with peers to answer complex questions while driving resolution and ensuring quality customer service.

Qualifications

• Bachelor’s degree in Computer Science, MIS or related field.
• Two+ years’ experience in a customer data integration and production environments.
• Two+ years’ experience in a production technical operations environment.
• Two+ years’ experience with Microsoft SQL Server and queries scripting.
• Ability to establish, develop, and manage relationships with cross-functional internal and external teams.
• Demonstrated effective communication skills across phone, videoconference, in person.
• Consultative approach to solving customer needs.
• Identify customer needs and define alternative solutions.
• Strong troubleshooting, discovery and listening skills.
• Financial services payment file formats/processing is a plus.

Responsibilities

• Provide technical Level 2 support to Global Level 1 Customer Support teams.
• Work independently and as part of a distributed global team.
• Collaborate with peers and managers to answer complex customer questions.
• Provide technical support for PrimeRevenueSCiSupplier products via phone, chat, or email.
• Learn and apply tools and problem-solving strategies to resolve customer issues and improve processes.
• Advocate for customers by reporting product improvements and driving resolutions.
• Communicate action plans and statuses professionally to customers.
• Contribute ideas to satisfy customer requirements in a fast-paced culture.
• Escalate critical issues by coordinating across groups.
• Write clear emails and communicate effectively; maintain the support relationship.
• Work with other teams to improve product quality and accessibility.
• Identify solutions amidst ambiguity and operate independently when needed.

Skills

SQL Server

Communication

Troubleshooting

Problem solving

Education

Bachelor’s degree in Computer Science

Tools

Salesforce

Quest

Microsoft Office

Job description

ARE YOU READY TO WORK AT PRIMEREVENUE?

The L2 Application Support Engineer is responsible for resolving customer issues in an efficient and effective manner. This person will work on requests, changes, and incidents based on client issues, using the documentation and procedures that are in place.

WHAT YOU GET TO DO

• Provide technical Level 2 support and assistance to all Global Level 1 Customer Support teams
• Work independently in addition to being a contributing member of a team that is distributed in multiple locations globally
• Create relationships and collaborate with peers and managers to answer more complex customer questions
• Provide technical support for customers/internal resources who usePrimeRevenueSCiSupplier products via phone, chat, or email
• Learn and utilize specific software tools andproblem-solvingstrategies to solve for customer issues and continuously improve PrimeRevenue Customer Support processes
• Act as a customer advocate by reporting product improvements and enhancement requests and be able to own and drive resolution of customer issues, define resolution action plans, and follow through to case closure
• Communicate problem resolution action plans and statuses to customers in a professional and timely manner and be able to own the support relationship
• Provide innovative ideas to satisfy customer requirements in a fast-paced, highly energetic, fun and performance-driven culture
• Facilitate the escalation of critical customer issues by coordinating activities among various groups and departments
• Timely and appropriately escalated support issues with fully documented steps that have been followed to resolve the issue
• Adapt communication style to match the customer’s needs. Diffuse emotional customer situations effectively and recognize when to escalat the matter
• Work on assignments that are routine or semi-routine in nature. Follow standard practices and procedures
• Write professional, succinct, and accurate emails and communicate verbally in a clear, concise, and understandable manner.
• Work closely with other teams to improve the quality and accessibility of the products.
• Act self-sufficiently to identify solutions despite high degrees of ambiguity and uncertainty
• Understand and comply with work instructions, process documents and technology tools
• Actively identify, contribute to, and facilitate business impacting continuous improvement efforts
• Participate in all training activities

WHAT ARE WE LOOKING FOR?

• Bachelor’s degree in Computer Science, MIS or related field
• Minimum two years’ experience in a customer data integration and production environments
• Minimum two years’ experience in a production technical operations environment
• Minimum two years’ experience with Microsoft SQL Server and queries scripting
• Proven ability to establish, develop, and manage relationships with cross-functional internal and external teams.
• Demonstrated effective communication skills using different approaches such as phone, presentations, videoconference, and in person
• Demonstrated ability to approach challenges with a "consultative” perspective
• Demonstrated ability to identify the needs of the customer and define alternative solutions
• Strong computer skills – Windows server, SFTP/FTP/FTPS services, encryption protocols (PGP, AS2), SSH
• Strong operational/technical skills – Microsoft SQL queries, scripting, and networking technologies
• Application knowledge – Microsoft Office,SalesForce, Quest
• Strong and advanced troubleshooting, discovery and listening skills
• Financial services payment file formats/processing, a plus
• Methodical approach to problem solving with strong attention to detail in a fast paced, deadline driven environment
• Capable of working independently, but willing to ask for help when needed
• Capable of quickly developing knowledge in other areas
• Startup/high-growth technology firm experience is a plus

ABOUT PrimeRevenue:

PrimeRevenue is a global fintech provider specialising in supply chain finance that helps large businesses optimise their working capital. With 150+ employees across offices worldwide, including London, we work with clients across more than 30 currencies and process over $250 billion in payment transactions annually. We're a diverse, collaborative TEAM working on complex financial problems at scale, where each individual is valued and we believe curiosity drives great work and long-term growth.