Associate Customer Care Representative managing customer inquiries and purchase orders. Opportunity for growth in a dynamic team within the chemical industry.
About the role
- Production Support Specialist responsible for client application support and incident resolution in a digital solutions provider. Collaborates with various teams for optimal application performance and stability.
Responsibilities
- The Production Support Specialist (Level 2) reports to the Manager, Production Support and works closely with a team of 20 specialists between Production Support Level 1, 2 & 3, Release Coordinators and Service Delivery Managers.
- The incumbent is responsible for all client facing application production support and incident resolution.
- Will also be responsible for ensuring optimal performance and stability of our insurance applications across multiple product lines.
- The incumbent performs a wide variety of technical troubleshooting and engineering work, including software deployment, software configuration and system monitoring.
- Work with customer (insurance & financial companies) requests and tickets (usually as an escalation point) multitasking multiple daily operations.
- This includes high severity tickets that require a quick/professional response and an analytical approach to problem solving.
- Maintain application integrations between product suites and customer integrations.
- Monitor and respond to user-reported issues as well as infrastructure alerts promptly and professionally; ensure issues are tracked through to resolution.
- Manage proactive ready-for-business checks, identify and fix gaps, and respond promptly to failures.
- Perform root cause investigations and the implementation of corrective measures.
- Partner with DevOps, IT and product teams to drive stability, operational excellence, and a culture of efficiency.
- Improve application stability with the design, development and implementation of application monitors and alerts and automations.
- Assist with the development of both internal and external (Client facing) technical / user documentation.
- Work with our Release Coordinator to perform our production releases for various products/services on behalf of our clients.
- Maintain consistent communication with business stakeholders through the incident and problem resolution processes.
- Follow procedures, and continually improve internal processes for maintenance of solutions that are in production.
- Work on-call every other weekend (twice a month)
Requirements
- Technical Bachelor’s degree in computer engineering or information Technology or College Diploma combined to 3 years of relevant experience.
- At least 5 years of experience in Java software design, application development, systems integration and SQL programming is required.
- Experience in a Production Support helpdesk or similar Client facing role
- Object-Oriented Programming (Java or equivalent)
- Strong experience with Linux Operating system
- SQL scripting & Databases experience (Microsoft SQL Server, Oracle Database)
- Experience and skills in Cloud Architecture environments such as Microsoft Azure, AWS, Oracle Cloud
- Excellent knowledge of English & Spanish (spoken and written)
Benefits
- Medical
- Dental
- Telemedicine Program
- Educational Support (LinkedIn Learning, LOMA Courses and Equisoft University)
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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