Technical Support Specialist

What you’ll work on:

• Responsible for full-cycle resolution of all customer related technical requests issues for Ipreo’s Research Sales & Trading, CRM and Events software products suite (BDAdvanced, BDVision, iPlanner and iConference)
• Create custom-built SQL reports for clients for data extract and reporting
• Facilitate customer data uploads via various mechanisms (scripts, templates, WebServices API)
• Provide Level-2 end-user support and problem resolution for our client base, handling a wide range of client requests and issues
• Troubleshoot issues such as email delivery issues from our proprietary email application, resolve data discrepancies within the application, determine cause of latency in performance of application, etc
• Maintain knowledge of current technological developments/trends in area of expertise
• Maintain and track issue tickets and create reports with in-house ticketing system
• Document and track all technical issues, analyze trends and recommend solutions
• Act as the technology liaison between Clients, Account Managers, Professional Services and Product / Development
• Supports 10,000+ global user base on a 24-hour basis (when required)
  

What we look for:

• Associate’s degree or Bachelor’s degree (preferred) in a related field or the equivalent combination of training and experience
• 1-2 years of previous customer service experience
• 1-2 years of previous software support experience
• Strong Knowledge of Microsoft SQL Server 2005 and T-SQL
• Ability to communicate technical guidance and instruction to users and employees
• Experience with Internet Explorer and Firefox support
• Analytical and problem solving skills are essential, as are excellent customer service skills
• Ability to determine user related problems and to coordinate solutions with users’ technical staff if necessary
• Knowledge of ASP.NET and C# a plus
• Strong verbal and written communication skills
• Self-starter and ability to work independently and as a team player
  

Additional Information:

• Full-time position
• Located in our Cape Town office
• After hours availability over the weekends and evenings per the team schedule

#LI-BS1