Serve as principal point of contact for both external and internal customers in regards application queries/issues.
Work closely with implementations and directly with internal and external customers to gain a strong understanding of their processing environment and application configuration.
Make application configuration changes and enhancements to align to client requirements.
Play a key role in reviewing client application and system configurations for accuracy and performance optimization.
Perform research and problem diagnostics to determine resolutions to reported problems.
Provide database queries and diagnostic scripts to gather information for effective analysis.
Validate issues are resolved to customer satisfaction prior to closing inquiries.
Provide root-cause analysis for complex issues including action plans to prevent reoccurrence.
Efficiently and appropriately escalate issues to Tier 2 support team when warranted.
Participate in User Acceptance Testing and product documentation review.
Provide client input to Product Managers, Business Analysts and Programmers regarding product features and enhancements.
Qualifications / Experience:
Bachelor’s Degree in Computer Science, Information Technology, Finance, Business Administration, or equivalent education in a related discipline.
Minimum 1 year with technical application support or technical implementations
Minimum 1 year with server hardware and operating system software knowledge (MS Windows Server, MS SQL, and MS .Net Framework)
Background and experience with Microsoft Internet Information Services (IIS)