Member of the Tier 2 support team responsible for handling technical escalations and more advanced inquiries
Responsible for supporting client needs through the organization and completion of Help Desk tickets
Responsible for specializing in an area of the core system to act as a subject matter expert for clients, vendors, and peers
Serve as escalation point for the functionality support (FS) jira project
Aid in the research and resolution of Help Desk tickets
Ensure prompt resolution is provided and prompt escalation is completed
Serve as a highly technical resource and mentor to the Client Services Specialists
Collaborate and cross-train with Tier 3 development team
Maintain a solid understanding of the KeyStone product
Document client requests and resolutions through the Help Desk system
Provide in depth demonstrations and training of system functionality as needed
Assist in client preparation for system releases and changes
Performs other duties as assigned.

Five to six years of similar or related experience
Strong technical skills
Excellent interpersonal skills and multitasking abilities
Exceptional written and verbal communication skills
Ability to take the initiative and adapt
Ability to understand and solve technical issues with little guidance
Advanced proficiency in determining root cause
Education: (1) A college degree (non-technical discipline) or (2) multi-craft skills acquired through extensive on-the-job training or apprenticeship programs or (3) in-depth industry and job specific technical skills acquired through a combination of formal instruction and on-the-job training.

Client Services Support Engineer

Key skills