Job Description

What We’re About

At CentralSquare, you’ll get the opportunity to work in a collaborative environment within a company that builds complex web-based enterprise applications for our Public Servants across North America.

Looking to grow your career? That’s great! We believe in growing and cultivating careers here. There is plenty of room for growth for motivated people.

Hard work should be rewarded. We are committed to providing competitive compensation with a great benefits package, including tuition reimbursement, parental leave, paid volunteer hours, and unlimited PTO. Our flexible work environment also enables you to take advantage of an excellent work-life balance whether you are in office or working remotely.

The Role

This Product Support Architect will influence customer critical deliverables, including supportability capabilities such as System Administration and Maintenance of our Enterprise RMS and CAD products, at our client site for the New York Metropolitan Transportation Authority. This critical role focuses on the creation of sustainable and scalable support processes built through collaboration between the Customer, Product Support, Product Management and Development teams. In addition, this role will bridge technical gaps with influence, coaching, and a keen understanding of how Knowledge-Centered Support (KCS) practices can enable the organization. This role will be located on-site at our client location which provides Law Enforcement Services. An option for hybrid (working 3 days on, 2 days off) will be offered once this person is comfortable in the role. 

Job Duties Include:

• Provide IT services such as System / Server Administration for Central Square Products.
• Provide technical support to customers in person and via phone, email, and remote sessions using Teams.
• Diagnosis, investigation, and crisis management of complex technical problems while maintaining pose and professionalism
• Document and Provide quality sustainable solutions while streamlining operations and processes
• Answering questions on function, setup, usage, system configuration, and troubleshooting of CentralSquare products
• Drive pre-escalation triage processes to ensure high-quality escalations to Product Development
• Develop and document diagnostic techniques, workflows and business processes to improve efficiency
• Collaborate with fellow support colleagues and cross-functional teams to provide superior customer service that meets or exceeds our service level goals and/or resolutions
• Maintain consistent, regular communication with customers regarding the status of their requests
• Act as a customer advocate by working directly with customers on high-priority issues to deliver timely resolution and capture customer feedback to influence process/product improvements
• Ensure that individual performance meets or exceeds department standards
• Create knowledgebase (KB) articles and documents using the methodology, to be published and shared both internally and with the customer base
• Consistently document work product in case details or threads to ensure re-use in Knowledge processes
• Use Knowledge Base (KB) to solve cases in a timely manner
• Ensure Knowledge Base (KB) content is correct by providing updates & feedback where appropriate
• Work with customer and engineering to drive supportability improvements into products
• Performs all other duties as assigned

Requirements: 

• 7+years of technical and customer support experience within an Information Technology department
• 7+ years experience providing System Administration services of Enterprise Software Solutions
• Experience in administering Windows Servers Operating Systems
• 5+ years experience troubleshooting customer reported performance issues
• 5+ years Microsoft Office experience (O365, Teams, Word, Excel, PowerPoint, Visio)
• 3+ years of Information Security experience
• 3+ years of Microsoft SQL Server experience
• 3+ years of network troubleshooting experience Strong problem solving, organizational, and analytical skills
• Excellent written and verbal communication skills
• Ability to work well in a fast-paced environment
• Proven ability to manage multiple tasks or projects with changing priorities.
• Strong time management, prioritization and project management skills
• Strong ability to capture a complete and accurate problem/symptom description of reported issues
• Exceptional troubleshooting skills; ability to narrow down reported issues, identify root causes, and find creative solutions
• Good customer service skills and ability to listen to and work with customers in real-time to resolve issues
• Highly motivated self-starter and team player who enjoys sharing knowledge and experience with peers
• Ability to meet all background check requirements required by our customers
• Identifies and presents training needs to supervisor
• Must be willing to participate in after-hours events at the customer’s needs. Should have an independent work ethic and has an understanding that the position comes with some extended hours
• Experience working in or with City / County / State governments is preferred
• Cloud experience is a plus
• Experience with Public Safety Systems, Computer Aided Dispatch and or Records Management System is a plus
• HTML/HTML5/Java/Python/NET experience is a plus
• Experience with web design, particularly HTML and CSS is an asset
• Participates in Client Conferences

One more thing: Extended skill sets are welcome and encouraged so don’t be afraid to send us your resume even if you are a bit uncertain.

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