Triage customer chat requests and help desk tickets for Mindex product applications including server and/or database troubleshooting (errors, profiling, etc.)
Troubleshoots Mindex product applications, server and database related tickets and escalates to Senior team members when further investigation and documentation is required.
Works with customers to document and reproduce issues; documents the scope and customer criticality of issues identified as defects/bugs.
Creates and executes SQL scripts and performs data manipulation (insertions, updates, and deletions) for troubleshooting purposes.
Assists in the deployment of custom reports and procedures.
Monitoring the Helpdesk ticketing system for Mindex product issues and trends, and collaborating with team members, training, and leads to develop documentation (e.g. FAQ)
Identifies product application, server, and database related trends in support issues and suggests product enhancements that will facilitate improved service.
Contributes to the management of critical incidents as needed to drive towards a solution or de-escalation of the incident, providing updates to internal and external stakeholders.
Contributes to development, planning and execution of departmental goals (OKR) and initiatives.
Assisting with customer meetings and attending conferences as a subject matter expert.
Act as the primary point of contact for assigned customers, as needed.
Requirements
Excellent technical troubleshooting and documentation skills
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