Customer Technical Support IIIs primary responsibility is to provide deep technical expertise to CSI customers, internal and external by staging, integrating, and troubleshooting issues in CSI software products.

KEY RESPONSIBILITIES

• Assists Tier 1 customers through their lifecycle with CSI products; ensures successful installations and integrations on customer architecture and platforms; identifies creative technical solutions to support customer needs.
• Troubleshoots the most complex CSI product issues and provides issue resolution on servers, databases, and/or applications; serves as an escalation point for other Customer Technical Support team when customer facing incident escalations have been exhausted; manages escalations through final resolution.
• Responds to support calls and prioritizes work activity based on the issue.
• Researches, tests, and documents issues requiring development attention.
• May be required to install the appropriate CSI product(s) or software for customers and configuration of databases as necessary
• May provide hyper-care on-boarding to answer product related questions upon escalation from Relationship Managers.
• May run scripts and provide deeper database support, as necessary.
• Installs upgrades and releases products, as necessary.
• Tests and documents issues requiring development attention.
• Mentors and train other technical support specialists.
• May participate in disaster testing and recovery activities as required.
• Perform other duties as required.

PRIMARY RESULTS ACCOUNTABLE FOR ACHIEVING

• Completion and resolution of customer technical issues.
• Delivery of Professional Services engagements to customers.
• Positive customer experience.
• Assuring customer satisfaction with CSI products.
• Accurate resolution of customer technical support requests.

JOB REQUIREMENTS

Education & Certifications:

Bachelor's Degree in CS, CIS or MIS, Technical education, or job knowledge is equivalent to a two (2) year college or trade school.

AZ-900 Fundamentals Certification is preferred.

Experience:

The minimum amount of relevant work experience required to successfully perform the job is at least five (5) years.

Previous experience with MS SQL Server is required.

Previous experience with Azure Cloud environments is preferred.

Prior experience providing higher-level ticket resolution is required.

Required Skills:

• Mathematical skills
• Communication skills
• Reasoning skills
• Computer skills
• Technical skills (Advanced SQL)
• Administrative skills
• Analytical skills

RELATIONSHIP BUILDING

This position requires regular contact both inside and/or outside the company.

DECISION MAKING

The position requires the use of judgment to plan and perform; general decisions are made to solve a problem or select a course of action for a standard or recognized method of operation.

SUPERVISION RECEIVED

General Supervision. Assignments are both task-oriented and objective-oriented. Work is reviewed for soundness of judgement and overall adequacy and accuracy.

WORK ENVIRONMENT

The work environment characteristics described below are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

Travel: No travel is required.

Physical Demands:

The employee is regularly required to sit, talk, and hear, and use hands to finger, handle or feel. This position requires the ability to occasionally lift or move up to 10 pounds. This position requires close vision (clear vision at 20 inches or less) and the basic need to look at a computer screen 8 hours a day.

Not for California, Colorado, or Washington Applicants.

This position is not open to California, Colorado, or Washington Applicants.

CSI offers end-to-end technology solutions that range from core banking and Internet banking solutions to compliance monitoring and secure document management.

As a company, we strive to deliver the best solutions the industry has to offer and back them with personal customer service that distinguishes us from the competition. Our efforts provide customers with a trusted technology partner, shareholders with a good return on their investment, and CSI employees with a great place to work.

CSI also offers a competitive compensation package to include paid vacation, 401k, medical insurance to include dental and vision, and much more!

For more information on CSI, visit our website at www.csiweb.com.

CSI is proud to be an Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity, sexual orientation, national origin, age, disability, veteran status, genetics, or any other legally protected basis.