Licensing Support Desk / Application Specialist
Position Description
Manage Versa’s client support obligations and maintain positive client relationships; responsibilities include:
- Timely response to client inquiries and requests for assistance with Versa suite of regulation’s products.
- Facilitate effective communication between the client and Versa development group. Involves interfacing with Versa and client management, operations, technical and oversight personnel.
- Triage incoming support requests and log issues accordingly.
- Monitor status of issue tickets and ensure contractual and/or agreed response times are met.
- Effectively communicate ongoing status of reported support requests to Versa PM and designated client contact.
- Maintain a priority list of support desk request based on the individual clients’ service level agreements and urgency of issue.
- Demonstrate and apply an (ever growing) knowledge of licensure business practice and Versa products in the processes of requirements gathering, process re-engineering, configuration and deployment of software, data conversion, training, issue tracking and resolution and support. This is a hands-on job involving the expectation that staff will become subject matter and product experts.
- Maintain the user documentation in support of the support desk issues. This may include user documentation, training material, installation instructions for support desk issue resolution.
- This is an entry to mid-level position that can lead to a career growth within Versa systems a recognized industry leader in regulatory systems.
Requirements
- Previous customer service experience incorporating a minimum of 2 years.
- Strong analytical skills with attention to detail. Formal support training and experience an asset.
- Excellent interpersonal skills. You must be able to work in a team environment and communicate professionally.
- Excellent written and spoken English language skills (strong preference for native speaker).
- Must have a high energy level and be motivated to succeed.
- Focus on problem resolution rather than just problem identification. Creativity is required.
- Experience with current office tools for project planning, word processing, spreadsheets, presentations and email.
- Some technical background ideally involving at least mastery of SQL with one or more RDB platforms.
- Willingness to work extra hours to meet client deadlines.
