L2 Application Support Engineer - Global Troubleshooter

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

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.