Technical Application Specialist at Ekman Associates, Inc
Dublin, CA
About the Job
Job Description
Title: Technical Application Specialist
Location: Austin, TX or Dublin, CA
Ekman Associates is a management consulting firm that specializes in developing business, digital, and technology strategy, delivering solutions, and addressing human resource demands.
Summary:
As a Technical Application Specialist, you will diagnose, troubleshoot, and debug technical and application-related software issues received by the support team, primarily for our ERP software, Android mobile apps, and Data Cubes. You have prior business application experience and have worked for a few years with SQL scripting, data fixes, and stored procedures.
Responsibilities:
Title: Technical Application Specialist
Location: Austin, TX or Dublin, CA
Ekman Associates is a management consulting firm that specializes in developing business, digital, and technology strategy, delivering solutions, and addressing human resource demands.
Summary:
As a Technical Application Specialist, you will diagnose, troubleshoot, and debug technical and application-related software issues received by the support team, primarily for our ERP software, Android mobile apps, and Data Cubes. You have prior business application experience and have worked for a few years with SQL scripting, data fixes, and stored procedures.
Responsibilities:
- Monitor the support queue.
- Investigate support cases, fully document and understand the issues, and gather necessary information to resolve or escalate.
- Manage and follow up on assigned support cases.
- Clearly and professionally communicate case updates to customers by phone and email in a timely manner.
- Escalate P1 and urgent issues to the Support Manager.
- Provide functional application training to customers on products as required.
- Troubleshoot and recreate software issues reported by customers, and log tasks for software development to address.
- Post-secondary education in a related discipline or industry knowledge/experience.
- Experience with software business processes (inventory management, production processing, purchasing management).
- Strong analytical, troubleshooting, and presentation skills.
- Excellent communication skills (English verbal and written) and customer service skills.
- Proficiency with MS Office, Remote Desktop Connections, VPNs, and SQL (scripting, data fixing, stored procedures).
- Knowledge of Microsoft SQL, Crystal Reports, and/or SRS Reports.
- Ability to multi-task, manage time effectively, and work well under pressure, both independently and in a team setting.
- What could set you apart:
- Experience in an ERP software support environment with high call volumes and large numbers of clients and users.
- Data warehouse and Data Cube experience.
- Experience with a wide variety of technologies including Crystal Reports, Microsoft SQL and SRS Reports