Technical Support – Tier 1 Agent

by Ronald Barron | Mar 20, 2022 | Uncategorized

Employer: Bitfocus

About Bitfocus, Inc.

Founded in 2003, Bitfocus, Inc. is changing the way communities nationwide integrate software, systems, data, and policy to innovate and strengthen the nation’s social safety net. We develop software and administer data systems that affect and change lives, connecting our most vulnerable populations to the most effective resources available in their communities. Our products empower organizations and communities to better leverage their resources, helping them to become data-driven in their efforts in all areas of health, human, and social services.

Our diverse and inclusive culture has played a key role in our success at Bitfocus. Qualified applicants will receive consideration without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity or expression, veteran status, or disability.

Bitfocus is a remote organization; this will be a work-from-home position.

This position is part-time, approximately 25 hours per week.

About Our Technical Support Team (TST):

The Technical Support Team is a team of skilled and talented individuals united and dedicated to delivering the 11-Star Experience through support and service to users of Bitfocus software. We apply our individual and collective knowledge, experience, and passion to deliver effective solutions to all those that we support; including each other.

The TST supports users and administrators of Clarity Human Services as subject matter experts of the software. We provide service through multiple channels including email, phone, and chat. We value excellence in support, deep knowledge and testing of our new and existing software features and perpetually exceeding expectations!

Our Core Values

• People First. Always.
• Live in the WOW
• Elevate our Mission
• Start with Yes
• Take Detours
• Practice Humility
• Paint with Numbers
• Speak the truth in kindness
• Grow Together
• Unite in Excellence

Success/Impact Statement:

As the primary point of contact for customers, technical support plays a critical role in the overall customer experience. Receiving many stressful and ad-hoc tasks daily, both technical and emotional intelligence is crucial to providing effective support to Bitfocus customers.

The Tier 1 Technical Support Agent provides entry-level troubleshooting and backend analysis to resolve basic to intermediate requests.

As the Tier 1 Technical Support Agent, you will:

• Research, develop, and deploy solutions to new and emerging issues – escalating to tier 2 agents when appropriate
• Advance your knowledge of features, application, and advantages of Bitfocus software and professional services
• Provide general support including basic HUD and Federal Partner reporting and Clarity Human Services Data Analysis (Looker).
• Complete special tasks as assigned by the Technical Support Manager or Shift Lead
• Serve as a technical resource for user documentation
• Participate in mid-level pre-release sprint testing and QA/QC procedures in collaboration with the development team for product testing and evaluation
• Continually identify opportunities to improve the customer experience and deliver change initiatives to support these opportunities

You will love this position if you are:

• Team Player. Success as a Technical Support Agent requires seamless coordination with the broader efforts of the team and company.
• Tech Savvy. You have strong technical chops, with a deep understanding of databases and data analysis.
• Committed Advocate. You believe in the ability of strong data systems to transform lives and are committed to helping communities share that vision.
• Clear Communicator. Excellent interpersonal and written/verbal communication skills are a must.
• Analytical. You bring a process-oriented mindset that continuously looks for better ways of doing things.
• Creative Problem Solver. You bring innovative, out-of-the-box solutions to complex problems and unique use cases.
• Multitasker. Ability to multi-task, prioritize, and manage time effectively.

Required experience that drives success in this role:

• 2+ years experience in a customer-facing support role
• Degree or certification in computer science or information technology or equivalent experience
• Knowledge and understanding of best practices for customer service

What makes you stand out:

In addition to being a customer-oriented individual with strong time management skills and a responsive leading style, the following skills and experience will help you shine in this role.

• Familiarity or expertise in Clarity Human Services functionality
• Knowledge and understanding of relevant industry standards – including HMIS specifications and reporting
• Experience working on a completely remote team
• Excellent analytical and troubleshooting skills
• Demonstrated ability to work under pressure
• Strong customer service skills

How will Bitfocus support you:

• Robust onboarding and training support
• A unique, friendly, and caring culture! Hear more from our employees on Glassdoor.
• Bitfocus primarily uses Apple computers; all new employees receive either an iMac or MacBook Pro to use in their role at Bitfocus
• Opportunities for professional growth and development

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Customer Relationship Management Technical Analyst

by Ronald Barron | Mar 20, 2022 | Uncategorized

Employer: Armstrong World Industries, Inc.

What does it mean to work at Armstrong?

• It means being immersed in a supportive culture that recognizes you as a key player in Armstrong’s future.
• We are a large company with a local feel, where you will get to know and collaborate with leadership and your colleagues across the company.

By joining us, you’ll have the opportunity to make the most of your potential. Alongside a competitive remuneration package, you will receive:

• A benefits package including: medical, dental, prescription drug, life insurance, 401k match, long-term disability coverage, vacation and sick time, product discount programs and many more.
• Personal development to grow your career with us based on your strengths and interests.
• A casual work environment where we have a recognition program for our team, and service awards. You will also be able to make the most of our fitness center and lunchtime cafe.
• A working culture that balances individual achievement with teamwork and collaboration. We draw on each other’s strengths and allow for different work styles to build engagement and satisfaction to deliver results.
• As our Customer Relationship Management (CRM) Technical Analyst, you will be responsible for participating in a variety of analytical and technical assignments, problems diagnosis and solutions, documentation, implementation, administration, support, and maintenance on a variety of software and network products in an information technology environment.
• You will primarily be focused on project-based work leading to the development and deployment of new services.

What you’ll be doing:.

• Manages, builds, and maintains processes in the Saleforce.com CRM cloud platform, supporting sales, service, and marketing processes.
• Leads/participates in the design, development and enhancement of business specific custom and standard applications.
• Leads/participates in requirements gathering to provide technical guidance on systems options and solutions.
• Leads/participates in the configuration/development changes in the CRM environment (e.g., writes functional specifications, performs and/or coordinates testing, obtains customer approvals and supporting documentation and supports promotion of code/configuration to production) to meet the company’s business objectives.
• Manages/coordinates medium and small systems or business projects.
• Supports, researches, analyzes, develops and documents new and existing processes, procedures, and solutions to meet business needs.
• Supports the development and management of relationships with vendors in concert with manager and Supplier Relationship Management (SRM) process.
• Leads/participates in the development, implementation and maintenance of best-practice standards, policies, procedures, and associated training plans to ensure optimal daily operations are maintained.
• Leads/participates in integrated systems planning and recommends new or different technologies which will enhance current systems and support overall corporate and business goals.
• Establishes/maintains lines of communication with stakeholders with a view to keeping all parties informed of incidents, problems, and resolution.
• Provides technical consultation to business partners and IT management to ensure development of efficient infrastructure utilizing established standards, procedures, and methodologies.
• Assists in the recruitment and selection of project resources, as required.
• Works collaboratively with management and colleagues to identify and prioritize projects in the portfolio associated with the maintenance of existing systems, development and implementation of new systems, resolution of more complex problems and the evaluation of emergent technologies through developing business cases that include options, recommendation, cost/benefit, and risk analysis.
• Researches and evaluates new and/or alternative solutions and technologies to enhance operational effectiveness and reduce costs.
• Assists managers, architects and analysts in the creation and maintenance of multi-year functional roadmaps for assigned disciplines.
• Contributes to the development of tactics, planning and execution of initiatives to support IT services.
• Maintains technical documentation and process topology to ensure alignment between the business strategies and the technology roadmap.
• Serves as analyst and developer on projects to extend, enhance, and create new capabilities in areas of specialization.
• Works within system development life cycle methodologies including Agile.
• Provides estimates for new project work.
• Develops understanding of relevant business process. Provides analysis relative to process improvement with consideration to industry and system best practices.
• Provides support and maintenance for assigned areas.
• Drives continuous process improvement related to operational aspects the environments.

What will make you successful:

• Bachelor’s degree or equivalent combination of education and experience in Computer Science, Engineering, or a related field preferred.
• 5+ years of experience in systems development.
• Salesforce.com development experience, including Apex classes and triggers and Visual Force.
• Proficiency with Microsoft SQL server (3+ years), including queries, stored procedures, and triggers.
• Ability to design and develop integrated processes associated with Account and Contact Management, Opportunity Management, Price Management, Case Management, Contact Centers and Marketing Fulfillment processes, including customer-facing user experiences.
• Ability to translate technical details in business language.
• Ability to build relationships and willingness to communicate with customer groups.
• Statistical, analytical, and problem-solving ability in estimating the financial impact of application and business process alternatives.
• Broad working knowledge of infrastructure support principles.
• Demonstrated ability to comprehend and share strategy, vision and direction and to embrace and facilitate change
• Working knowledge of a DBMS and data structures.
• Ability to leverage existing resources to maximize technology investments.
• Intellectual curiosity supported by strong listening and needs assessment skills; ability to identify root issues versus symptoms

Desired Experience:

• Working knowledge of technology architecture preferred in a manufacturing environment
• Certification in either a process discipline (ITIL, PMI, Six Sigma) or technical discipline (SAP, Data Warehousing)
• Salesforce certifications to include: Salesforce Certified Administrator, Salesforce Certified Advanced Administrator, Salesforce Certified User Experience Designer and/or Salesforce Certified Platform Developer

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Senior Manager Software Development

by Ronald Barron | Mar 20, 2022 | Uncategorized

Employer: Emerald Expositions

Overview

This position is eligible for remote work in the US

Elastic is seeking a Sr. Software Development Manager to lead product transformation for our development team. Powered by Emerald, Elastic Suite is a B2B eCommerce and digital merchandising solution, serving the unique business needs of world-class manufacturers and retailers.

You will be held accountable for the overall development, delivery, and execution of the platform transformation efforts as it aligns with the business strategy. This role is expected to deliver cutting-edge innovation at a massive scale.

Responsibilities

• Guide, and build a team of engineers who design, build, implement and manage the platform utilizing MACH (Microservice, API-First, Cloud-base, Headless) architectural frameworks
• Provide hands-on technical leadership throughout the software development lifecycle
• Run an outcome-based process to execute enterprise objectives
• Develop and execute roadmaps working cross-functionally with product, customer success, sales, security, and IT teams to develop a best-in-class product with measured results.
• Design and build security and privacy-enhancing techniques into solutions to avert disruption and maintain uptime
• Ensure your team is committed to quality, test-driven development, and repeatable processes through automation and infrastructure as code
• Evaluate emerging technologies and influences in our technology stack, strategic approach, and engineering roadmap
• Work with QA Teams to ensure applications are being properly tested before release
• Communicate technical architecture concepts in a way your target audience will comprehend

Qualifications

• Experience as a software engineer working with MACH (Microservice, API-First, Cloud-base, Headless architecture) frameworks such as commercetools, algolia and contentful
• Hands-on experience with Headless E-commerce implementations in B2B
• Experience using microservices based event driven architectures. Deep understanding of current cloud offerings (AWS preferred) and the ability to design an effective architecture utilizing serverless computing patterns (AWS lambda)
• Experience managing offshore teams and Service Integration partners
• Experience in development and delivery, utilizing scalable CI/CD pipelines and automation frameworks
• Experience with GraphQL, AWS AppSync and AWS Cognito
• Strong understanding of web technologies: HTML5, Javascript, CSS/SASS, REST, JSON
• Highly proficient in Agile and Scrum methodologies; Jira Experience is a plus

APPLY HERE