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Support Engineer ( Tier 2 )

Company: SSB
Location: Franklin
Posted on: January 10, 2022

Job Description:

SSB/Affinaquest is the leading provider of enterprise-wide Constituent Relationship Management (CRM), predictive analytics, data enhancement, and industry leading Central Intelligence data warehousing solutions to the college and university athletics market. Our landmark solutions and their rich capabilities transform relationships with the constituents or our clients that mean the most: students, alumni, donors, fans, community members, and other key constituent groups. We improve the way our clients engage, nurture relationships, and inspire loyalty that continually strengthens their constituent's affinity and accrue to their bottom line. Summary: The Support Engineer (Tier 2) serves as a business and technical support resource for clients. This position must develop and maintain a deep technical understanding of both the Central Intelligence data warehouse and Discovery CRM solutions and the specific use-cases of clients. This position assists in troubleshooting and evaluating elevated client inquiries while proposing solutions based on the client requirements. The Support Engineer is a strong communicator and critical thinker, who can quickly diagnose issues described by the client and implement suitable solutions. This position plays a pivotal role in ensuring world-class customer service, ultimately resulting in client engagement and retention, upsells, and high levels of client satisfaction. Responsibilities Provides thoughtful and insightful customer service through organization, urgency, and product knowledge. Answers business and technical inquiries, diagnoses reported problems, recommends possible solutions and follows issues through to resolution or escalation. Possesses a strong understanding of data warehousing structure, processing and procedures suitable to finding quick resolutions to more complicated inquiries. Identifies root-cause deficiencies and is able to present preventative measures. Specific client support responsibilities may include, but are not limited to, the following: Diagnoses reported issues with a best practice recommended solution and/or follows through with the proper escalation if unable to resolve. Supports application break/fix incidents and patches existing issues. Understands the data needs for each source integrated for clients and supports these base data sets with complimentary data models. Follows procedures and processes for troubleshooting MDM, tagging, inbound and outbound data source connections, and data model loads. Understands client CRM data and supports a variety of CRM backend databases. Assists with the admin training and procedures such as segmentation, campaign management, CRM business process, and standard reporting solutions. Uses monitoring tools to find problems, resolve them and/or escalate to Product Development. Works to proactively anticipate client issues and concerns and prepares solutions before they become urgent. Defines and documents support best practices and contributes to company knowledge sharing efforts. Understands and shares the industry's best practices in the utilization of data management, CRM and email marketing. Requirements Bachelor's degree or higher in computer science, information systems, engineering, statistics, or another related quantitative field. A passion for outstanding client experience and delivering solutions that provide compelling value to our clients. At least 2 years of SQL experience, including a strong understanding of query building, views, and stored procedures. Prior exposure to Microsoft Dynamics CRM and/or Salesforce.com. Strong written and oral communication skills. Strong multi-tasking and organizational skills. Independent self-starter with high attention to detail and the ability to deliver under tight timelines Preferences Experience working in either the collegiate athletics, university advancement or professional sports industry Prior exposure to Jira, Snowflake, Stitch and Retool. Benefits: Flexible Time Off - you are expected to periodically recharge and refresh 401(k) with company match Medical, Dental, Vision, Basic & Voluntary Life and AD&D, and Disability insurance coverage options SSB is committed to building an inclusive culture of belonging that not only embraces the diversity of our people, but also reflects the diversity of the communities in which we work and the clients we serve. We know that the happiest and highest-performing teams include people with diverse perspectives and ways of solving problems. Therefore, we strive to attract and retain talent from all backgrounds and create an environment where everyone feels empowered to bring their full, authentic selves to work. SSB is an Equal Opportunity employer. Employment Type: Full Time Years Experience: 3 - 5 years Bonus/Commission: No

Keywords: SSB, Franklin , Support Engineer ( Tier 2 ), Engineering , Franklin, Tennessee

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