Experience Inc. Jobs

Software Support Specialist - Watertown WI or Carrollton TX

City/State Watertown/WI

Location United States/Watertown, WI

Department Software - Software Support

Apply Now (https://lde.tbe.taleo.net/lde02/ats/careers/v2/applyRequisition?org=GGS&cws=74&rid=9619)

GLOBAL LEADERS IN CUSTOMER EXPERIENCE AUTOMATION

With a culture rooted in innovation, Glory's team transforms our customers' businesses every day. Our automation solutions empower retailers, restaurants, and financial institutions to save time, reduce costs, and deliver unparalleled customer experiences. Publicly listed and proudly international, Glory has been a trusted name for over 100 years and a global leader for more than a decade. This reputation is built on our pioneering software and hardware, combined with our dynamic team. Alongside our technology, it's our people who drive our success.

WHY JOIN US

Here at Glory, our ambitions are as big as yours. And that’s why we are actively looking to recruit the best of the best. Join Glory and you will be part of the force driving our transformative technology and leading-edge innovations. That’s because every Glory solution is powered by exceptional people like you. People with experience, skills and dedication. Here, we prioritise the development and well-being of our people. Across vibrant and collaborative workplaces, you’ll team up with colleagues across the world to deliver remarkable solutions in more than one-hundred countries. Looking to make a global impact? Join Glory in innovating the future of business transformation.

ROLE PURPOSE

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.

MAIN 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

REQUIRED EDUCATION AND QUALIFICATIONS

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

GLORY VALUES

Our Glory Values represent our commitment to collaboration, diversity, and innovation. They serve as a practical guide for how we work together, both with colleagues and customers. By living these values, we can tackle new challenges, exceed expectations, enhance our skills, and foster trust and respect in our work relationships .

• Customer Delight. We put our customers first.

• Integrity. We do the right thing, always.

• Innovation. We embrace new challenges and share the future.

• Speed. We move fast, that’s how we stay ahead.

• Diversity & Respect. We value the strength in our differences.

• Teamwork. We succeed together.

  Disclaimer

  The above statements are intended to describe the general nature and level of work being performed by people assigned to this position. They are not intended to be an exhaustive list of all responsibilities, duties and skills required of personnel so classified.

  An Equal Opportunity / Affirmative Action Employer / An E-Verify Employer

  It is the policy of Glory Global Solutions, Inc. to provide equal opportunity for all qualified persons and not to discriminate against any applicant for employment because of race, color, religion, national origin, sex, age, disability, protected veteran status, or any other status protected by federal, state or local law governing the Glory Global Solutions, Inc. location to which this application is submitted.

  Third Party Agencies

  Unsolicited resumes will not be accepted by Glory. Should an agency choose to send unsolicited resumes, Glory reserves the right to review such resumes but will not be held liable for any fees/charges associated with a candidate hire except where a formal written agreement is in place between Glory and the Agency to source candidates for a specific role.

  Pay Range: $66,000 - $95,000, Actual 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.

  An Equal Opportunity / Affirmative Action Employer / An E-Verify Employer

  It is the policy of Glory Global Solutions, Inc. to provide equal opportunity for all qualified persons and not to discriminate against any applicant for employment because of race, color, religion, national origin, sex, age, disability, protected veteran status, or any other status protected by state or local law at the Glory Global Solutions, Inc. location to which this application is submitted. In addition, as a Federal Government contractor, all Glory Global Solutions, Inc. locations are affirmative action employers.

  EEO Information http://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf