Host Support Specialist - Customer Care

Overview
Provide white glove service to our customers as a frontline member of the Customer Care Support Team, partner with customers in a technical capacity, taking ownership of reported issues and owning those issues through to resolution.
The Customer Care Support team is responsible for the maintenance phase of projects, as well as server upgrades
Responsibilities

• Troubleshoot and resolve technical issues and/or escalate as necessary to Customer Care Support Engineers
• Thoroughly document client interactions, including inquiries, complaints, comments and resolution for future use and review, and identify pain points
• Create and update help desk tickets using issue tracking system (JIRA) and provide feedback to customers through various channels, such as email, phone and JIRA
• Continuously enhance and maintain support procedures, policies, and documentation
• Enhance and assist our Confluence knowledge base in collaboration with Customer Care Support Engineers
• Participate in technical reviews
• Setup, configure, and maintain mission critical applications, services, and databases
• Support Windows Server and SQL Server instances in QA Test Environments as well a Manufacturing Production Environments
• Perform system software upgrades to latest released version
• Generate custom configurations based on project requirements
• Create and implement test plans for deployment of upgrades systems
• Support afterhours support phone on a rotating basis

Qualifications

• Excellent oral and written skills
• Proactive, with the ability to work on independent tasks or collaborate with others on larger tasks
• Demonstrated ability to be innovative and work as part of a cross-functional team.
• Excellent analytical and problem-solving skills
• Excellent attention to detail, ability to prioritize, and work on multiple projects simultaneously in a fast-paced environment
• Willingness and able to travel on short notice for up to 15% of the time, domestic and international, to customer sites.
• Current/valid driver's license
• Current/valid passport or ability to obtain one.

Knowledge and Skills:

• Understanding of software development and customer support cycle
• Proficiency in SQL query writing required.
• Proficiency in Object Oriented Programing using C# or similar language.
• Prior programming experience required.
• Experience with Windows Server Administration is required
• Experience with Visio or other visual data flow tools a plus
• Experience with Git or similar source control a plus
• Experience with REST Web Services a plus.
• IT Networking a plus
• CompTIA A+/Net+/Sec+ or similar a plus

Experience:

• Minimum of a bachelor's degree (B. S.) in Computer Science or Engineering
• Or 3+ years of experience in technical customer support

Supervisory Responsibility:
None
Financial Responsibility:
Must be able to manage time and effort to meet project budgets and report status to the manager.
Work Environment and Physical Demands:
Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
Work Environment:
This job primarily operates in a professional office environment. This role routinely uses standard office equipment. May spend time in a manufacturing environment which is not always temperature controlled.
Physical Demands:
While performing the duties of this job, the employee is regularly required to sit; use hands/fingers, talk and hear. The employee frequently is required to reach with hands and arms. The employee is occasionally required to stand and walk. The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, and ability to adjust focus.
This job description is a summary of essential job functions. It is not intended as an employment contract, nor is it intended to describe all duties someone in this position may perform. All employees are expected to perform tasks as assigned by supervisor, regardless of job title or routine job duties.
AN EQUAL OPPORTUNITY EMPLOYER
It is the policy of JBT Corporation to provide equal opportunity for qualified persons and not to discriminate against any applicant for employment because of race, color, religion, national origin, sex, sexual orientation, gender identity, age, disability, veteran status, citizenship, or any other characteristic protected by federal, state or local law at the JBT Corporation location to which this application is submitted. In addition, as a Federal Government contractor, JBT Corporation is an affirmative action employer. If you require accommodation during the application process, please contact the local Human Resources department.
EOE-Females/Minorities/Protected Veterans/Individuals with Disabilities.