Software Support Specialist- Watertown WI or Carrollton TX

Software Support Specialist is a member of the 2nd tier software specialist team, which provides expertise to customers, frontline service teams, Product Support Specialist teams, Product Management, Sales, and Training. Key Responsibilities · Software Support Specialist is a member of the 2nd tier software specialist team, which provides expertise to customers, frontline service teams, Product Support Specialist teams, Product Management, Sales, and Training · Investigate reported issues through analysis of application logs, database logs, and server logs · Recreate issues for verification and analysis enabling quick resolution for the customer or for further escalation as needed · Document installation, configuration, and support of software products. · Maintain a high level of knowledge on the products, data, and markets supported · Take ownership of escalated issues and manage customer expectations. · Analyze various reports to look for opportunities to improve the customer experience and drive customer satisfaction improvements · Engage with customer during pilots and software product launches, ensuring customer needs are being met · Partner with internal and external stakeholders to ensure goals are met. · Ensures all tasks are completed upon within agreed upon SLA · Other responsibilities and projects as assigned Skills, Knowledge & Expertise Education Level: · Degree Qualified or equivalent; Computer Science, Business or relevant field Qualifications: · Three to five years related experience and/or training; or equivalent combination of education and experience REQUIRED SKILLS AND COMPETENCIES · Proven ability to troubleshoot complex systems and utilize available resources to resolve issues in a timely manner · Extensive IT skills for the installation and testing of complex software solutions in Windows, Linux, Citrix, and Web environments · Broad SQL skills · Relationship building and presentations skills with customers and cross-functional teams · Excellent problem-solving, analytical, and organizational skills are required to manage outstanding issues until resolution · Highly self-motivated and directed, proactive, with keen attention to detail · Excellent written, oral, and interpersonal skills · Ability to work as part of a distributed virtual team across multiple time zones · Familiarity with High Availability concepts such as load balancing, failover, and application servers · Ability to manage special projects requiring coordination team members, customers, and other resources · Knowledge of bank branch processes · Knowledge of retail cash management processes Job Benefits Pay Range: $ 71,714 - $89,642 pay will be adjusted based on job-related factors permitted by law, such as experience and training; education; geographic location; licensure and certifications; market factors; departmental budgets; and responsibility. Glory is proud to share that our benefit package ranks in the top 25% across the country! Benefits: 401(k) Retirement Plan with Fidelity – 2.5% Base contribution paid toward your retirement by Glory even if you do not participate. Plus, Glory matches 3% up to 6% of your contribution Health insurance – 3 medical plans to choose from. High, Medium and Low deductible through Blue Cross Blue Shield MDLive – 24/7 Virtual Doctor plus a Nurse Line Dental insurance Vision insurance FSA / Dependent Care Voluntary Life Insurance Basic Life insurance and AD&D – Company paid Short Term Disability / Long Term Disability / Employee Assistance Program – Company paid Paid Vacation – start with a prorated amount of hours your first year depending on start date. 80 vacation hours earning your first full year and vacation hours increase based on years of service Paid Sick days based on City/State requirements Paid Holidays – 9 to 11 days based on start date Professional development assistance Education assistance Adoption Assistance Legal and ID Theft plans Annual Bonus opportunity Opportunities for internal promotions/career advancement