Summary

The purpose of this position is to provide technical assistance to large clients and to the internal operations teams handling those clients. This position provides guidance, support, and assesses technology and product issues, along with implementing suggestions that the clients or operations team may have.

Responsibilities

• Perform front end troubleshooting of potential issues, provide valuable insight on feature enhancements or new features
• Use standard support steps for reported issues including researching root cause and replicating issues in a test environment; escalate issues to appropriate resources for resolution
• Develop and sustain productive client relationships
• Test and validate software as needed, including but not limited to client customizations, database imports, internal software platforms, third-party data interfaces and bug fixes/patches
• Create and deploy testing tools and test drivers when needed to exercise product functionality
• Validate and maintain the accuracy and quality of product documentation and release notes
• Recognize and present client input or suggestions for system enhancements
• Assist in maintaining updated system documentation and training materials
• Ensure Service Level Agreement response times are met when resolving issues
• Foster a positive team environment
• Ensure confidentiality of internal and external data
• Perform ad-hoc projects and other duties as assigned
• Travel Requirements: minimal, up to 5%

   Professional Skills

• Verbal Communication – Proficient
• Written Communication – Proficient
• Relationships – Proficient
• Learning Agility – Proficient
• Process Orientation – Proficient
• Prioritization – Proficient

Role Specific Skills

• Proficient in Customer Service, Team Work, Organizational Awareness, Analysis, and Problem Solving
• Computer Skills: Intermediate proficiencies in: Microsoft Word, Excel, PowerPoint, Outlook Required
• Proficient in troubleshooting, process documentation, following written procedures
• Proficient with web applications (such as SMS One) and web browsers in general
• Proficient in operational processes as well as the logic and functionality of our proprietary system’s capabilities

Qualifications

    Minimum Qualifications

• Bachelor’s Degree preferred
• At least 2 years of experience in relevant operations field required

    Other Relevant Qualifications

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Please note, this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities, and schedule may change at any time with or without notice.

SMS Assist is an Equal Opportunity Employer (EOE) that welcomes and encourages all applicants to apply regardless of age, race, color, religion, sex, sexual orientation, gender identify and/or expression, national origin, disability, veteran status, marital or parental status, ancestry, citizenship status, pregnancy or other reasons prohibited by law.