Create and maintain all necessary case documentation
Participate in the management of contracted client upgrades and installations; includes diagnostic at the application, database and operating system levels, as well as working with end users in adopting new technology and functionality
Determine the nature of all client requests and determine the correct person / CGS team that would respond to the client.
Proactively call clients to communicate our strategic direction with the product line , build and maintain strong relationships with the clients' GEMS user community and IT resources.
Liaison with customers and other members of CGS to assist in identifying and documenting functional and technical requirements for report and application customizations
Assist in the development, maintenance and updating of detailed functional and technical design documentation
Provide system level and UAT testing for new patch, minor and major version releases, document test results, and work with client and product development to amend deficiencies
Education/Experience /Requisite Skills
1 + years of progressive customer service experience in a Professional Services organization with working knowledge of customer service methodologies and help desk environment / software.
Four year Bachelor's degree from a college or university
1+ years supporting enterprise software applications (Help Desk environment) either internally or as a vendor to national and multi-national clients
The ability to effectively consult with Customer business/IT System Users and the customers' IT technical team to identify technical and application issues, develop a detailed work plan to address identified issues, estimate resource requirements and deliver resolution to identified issues
Ability to work independently under minimal supervision
Proven track record of "problem-solving" skills
Excellent communication skills – written and verbal
Consistent and positive "can-do" attitude and initiative
Ability to work as part of a larger Project team
Ability to maintain client satisfaction and effectively manage client expectations
Nice to have (NOT Mandatory)Skills:
Knowledge of Corporate Governance and Entity Management industry: policies, guidelines, and workflow for mid-sized and large organizations is desired but not required
Ability to conduct and write database queries, evaluate results, and troubleshoot queries and stored procedures both generically and within SQL
Basic understanding of database structure; functional understanding of installation and troubleshooting of SQL; basic query building in SQL
Knowledge of and ability to install and configure Microsoft IIS
Knowledge of the United States SEC (Securities Exchange Commission) policies and procedures; Insider Securities and Stock Option reporting, trading, regulatory compliance (SEC Form 3,4,5, 10B5-1)
Bilingual (English/Spanish, English/Mandarin)
Experience with Salesforce.com (expertise with administration, App Exchange, Visual Force, API interfaces)
Working experience/knowledge of Business Objects' Crystal Reports and Hot Docs – programming and configuration of Report and Assembly templates using database variables.