What You'll Do:

• Provide technical support & oversight for urgent client issues
• Manage non-urgent issues, partnering with engineering, account management, technical account management
• Advocate for customer by pushing for swift resolutions
• Share insights and ideas to continuously improve support processes to ensure customer satisfaction
• Partner with Account Team to respond to prospect inquiries
• Execute new customer installations
• Use your deep STATS product & process knowledge to build exhibits for new customer contracts
• Become product experts; drive support training programs for on boarding of support team
• Partner with product team and account managers to develop and deliver data feed enhancement announcements to customers
• Participate in rotating on-call responsibilities to ensure customer complaints are resolved quickly 24/7/365

What You'll Need:

• Bachelor's degree or equivalent in a technical discipline
• 5+ year of experience in a technical client services role/environment
• Ability to read and understand XML formatted files
• Ability to make RESTful API calls, and understand how and when to use different endpoints and parameters
• Ability to query a database using SQL Developer preferred
• Strong project and relationship management skills
• Excellent oral and written communication skills
• Ability to organize resources, establish priorities, and manage cross-functional dependencies
• Familiarity resolving complex customer issues