Informacje o stanowisku

We are Allvue Systems, the leading provider of software solutions for the Private Capital and Credit markets. Whether a client wants an end-to-end technology suite, or independently focused modules, Allvue helps eliminate the boundaries between systems, information, and people. We’re looking for ambitious, smart, and creative individuals to join our team and help our clients achieve their goals. Working at Allvue Systems means working with pioneers in the fintech industry. Our efforts are powered by innovative thinking and a desire to build adaptable financial software solutions that help our clients achieve even more. With our common goals of growth and innovation, whether you’re collaborating on a cutting-edge project or connecting over shared interests at an office happy hour, the passion is contagious. We want all of our team members to be open, accessible, curious and always learning. As a team, we take initiative, own outcomes, and have passion for what we do. With these pillars at the center of what we do, we strive for continuous improvement, excellent partnership and exceptional results. Come be a part of the team that’s revolutionizing the alternative investment industry. Define your own future with Allvue Systems!

Technical and Standard Practices

• Provide daily customer support for Allvue Systems applications and Business-to-Business integrations.
• Perform complex technical troubleshooting, determining root causes, and providing resolution.
• Ensure an in-depth understanding of query flow and its impact on application performance.
• Work independently and proactively solve problems without being directed by others.
• Develop client solutions based on technical best practices.
• Train customers and staff in troubleshooting techniques, best practices, applications, and programs.
• Handle support tickets via JIRA ticketing system, email, or phone submissions.
• Find ways to increase productivity and improve client experience and satisfaction.
• Demonstrate time-management skills and the ability to establish reasonable and attainable deadlines for resolution.
• Implement ITIL frameworks to improve IT service delivery and manage change processes within an organization.
• Assess risks, plan and coordinate changes, and ensure minimal service disruption.
• Document all issues and solutions thoroughly for future reference and continuous learning.
• Engage in ongoing education to keep up with the latest advancements and best practices in MSSQL and related technologies.

Customer Centric Experience/Relations

• Proficiently handle multiple daily customer calls involving screen-shares to collect details and troubleshoot reported technical problems at a professional and technical level.
• Practice professional-level soft skills when communicating with customers and internal staff.
• Take personal ownership of customer satisfaction in resolving Production client concerns and issues.

Team and Knowledge-Centric Collaboration

• Write and maintain professional-level internal and customer-facing knowledge articles.
• Inform leadership to proactively improve the product, reduce ticket volume, and refine processes as the business needs.
• Provide mentorship and training for other Support team members from a technical and process perspective.
• Collaborate or assist teammates or colleagues within the company on technical issues, processes, or product improvements.
• Be All-In with our companys Core Values (Be Open, Be Curious, Be Passionate, Own It) and Rally Cry (One Brand, One Strategy, One Foundation, One Culture).
• Possess advanced SQL Server T-SQL skills and database administration experience.
• Have an in-depth understanding of Join types, Sub Queries, Functions, Stored Procedures, Optimization, and other advanced SQL concepts.
• Demonstrate SQL Scripting/Writing skills to debug and resolve SQL code.
• Exhibit strong analytical skills while debugging error logs.
• Considerable experience with XML/XPath/XSLT technologies is a plus.
• Perform in-depth analysis, complex technical troubleshooting, and problem resolution.
• Demonstrate strong research skills and gather knowledge to progress investigations through written knowledge articles, training videos, and hands-on testing.
• Effectively communicate problem or issue concepts, steps to replicate, root cause analysis, and resolutions to technical and non-technical audiences.
• Utilize GIT Kraken for branching, merging, and managing code repositories effectively.
• Be a self-starter who can work independently.
• Be detail-oriented, with solid organization and coordination skills.
• Exhibit excellent customer service knowledge and skills.
• Possess professional written and interpersonal skills.
• Have experience with Confluence and Jira ticketing systems.
• Be familiar with Code Check-in processes and applications such as GIT and ADO.
• Have Microsoft Office 365 experience and knowledge (Outlook, Teams, Excel, OneDrive, SharePoint, etc.).
• Be experienced using Slack or other messaging systems.

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