Technical Product Support Tech I ID 2024-1720 Job Locations US | US-OH-Springfield Remote Yes Overview Seeking a new career challenge? Then Woolpert is seeking you! The Technical Product Support Technician reports to the Director of Support and answers requests for software support from Data Cloud Solution's (DCS) clients via our helpdesk ticketing system. This position prioritizes becoming an expert in our products, user experience, configurations, and workflows. Responsibilities include performing initial ticket investigation, gathering information and data collection, documenting, and resolving or escalating complex problems to higher tiers within defined service level agreements. This role performs daily monitoring of client environments and works under close supervision from more senior members of the Support department. Responsibilities Essential Functions & Responsibilities * Expected to become an expert in the user experience, workflow, and configuration options for company products. * Performs daily monitoring and assessment of client environments to ensure services are running properly: Documents and reports issues Completes checklist documentation Creates tickets for issues discovered during daily monitoring * Attends daily team stand-up meetings * Collaborates with other members of the Support department and assigned Support group * Actively participates in and undergoes mentorship to lead customer meetings * Establishes and completes learning and development goals * Ensures company directives are adhered to and stated goals are accomplished Application Support via Helpdesk * Acts as the customer's first point of contact for support issues * Initial ticket hygiene * Initial client response * Opens tickets on behalf of customers * Continuously monitors queue for incoming tickets * Respond to customer inquiries * Remotely connects to client environments * Requests documentation from clients for issues reported * Investigates, resolves, and documents issues in accordance with company service level agreements * Compares settings from a working client or test environment to the client reporting the issue to identify any differences that could result in the issue reported * Provides initial analysis and documentation of steps taken * Provides issue status updates to customer * Gathers minimum data set of information to assist in troubleshooting * Completes Internal Support Escalation Template when escalating an issue for additional research. Qualifications Skills & Proficiencies * Technical Aptitude * Knowledge of standard IT hardware and equipment. * Knowledge of operating systems and system administration: file directories, ownership and sharing, programs and processes, libraries, and secure network protocols * Knowledge of Virtualization and Cloud Computing. * Knowledge of behaviors that can result in security issues involving confidentiality or integrity. * Ability to work with VPN and Remote Desktop Protocol. * Ability work with Structured Query Language (SQL) and various programming languages (*Completion of SQL training will be required for those unable to demonstrate proficiency in SQL queries and modifying databases). * Ability to diagnose and solve application issues. * Ability to provide excellent customer support in the field of technology. * Ability to clearly document interactions and information. * Knowledge or expertise in Mass Appraisal, County Auditor/Assessor or Treasurer office is preferred. * Experience training or making presentations to clients is preferred. Required Qualifications * 0-1 Years' Experience providing software support via ticketing systems and/or phone for installations,