CLIENT SUPPORT SPECIALIST - ONSITE AUSTIN, TX
: Job Details :

Software Support Specialist Civix is seeking to hire a Software Support Specialist to provide on-site support for the Grants Management Software to our client in Austin, Texas. The ideal candidate will be tech-savvy and have minimum 5 years of experience supporting a software product, doing basic software configuration, and working with clients to understand business requirements and propose solutions. Having an understanding of FEMA grant programs and experience working within the Emergency Management Sector would also be an asset. This position requires being on-site with the client on a full-time basis; there is no remote work option available. We strive to provide the highest level of client service while taking the time needed to resolve our clients' questions. We are looking for an individual who can multi-task, enjoys working on-site with clients, is detail oriented, has excellent communication skills, and can employ advanced troubleshooting skills. General Responsibilities: Establish and foster client relationships, gain client trust and represent Civix's core values. Resolve client inquiries and issues in a timely manner; communicate resolution effectively. Document and record all aspects of client interactions in designated client management systems to promote transparency and understanding of technical issues. Manage open calls by identifying and prioritizing issues according to published policies. Evaluate technical issues and escalate to senior team members or department members if additional expertise or assistance is needed. Collaborate with other teams, departments and divisions with issues pertaining to applicable software applications. Work with the client to understand and provide guidance on their process and business requirements. Work individually as well as collaboratively with the team to complete minor business analysis on client update requests. Effectively communicate business requirements and client requests to the development team. Work closely with software developers to troubleshoot and debug programs. QA/Test software updates and revisions. Create end user documentation. Train users on system functionality Assist with reports and data extraction when needed. Required Skills and Experience: Passion for client service and client success Minimum 5 years of experience in providing software support and/or training to end users Excellent interpersonal and communication skills Ability to prioritize and complete multiple tasks in a fast-paced, technical environment Strong analytical and problem solving skills Ability to work independently and in a team environment Demonstrated ability to maintain a positive, professional attitude Exceptional written, verbal, and phone skills Can-do attitude with a service-oriented approach Knowledge and understanding of FEMA Grant Programs would be an asset Ability to work on-site in Austin, TX Education/Certification: Diploma or Bachelor's Degree (Technical or Business Process)