With a combination of adaptive software, great people and a proven implementation methodology, Anaqua partners with its clients to build global capabilities that integrate workflows and web-based collaboration across the IP lifecycle. Anaqua is committed to 100% client satisfaction.
Position Overview:
Anaqua is seeking a highly motivated Technical Support Engineer who is eager to help us build our Support organization. This is an exceptional opportunity for the right person to learn and grow with us.
You should be a team player with strong communication skills, experience in and commitment to providing customer support, and strong technical skills in the Microsoft platform including SQL Server, IIS, ASP.NET, and C#.
You should be able to troubleshoot issues, identify workarounds and solutions, as well as handle several tasks at a time.
This position includes, but is not limited to, troubleshooting client issues involving Reports built using SSRS and HV Reporting tool, involve in SQL scripting and development work as needed, troubleshooting remotely and possibly onsite at client locations, and providing clients with directions and assistance for their Report-related issues.
You’ll Love This Job if You Like To:
Play a key role in the Support organization, working with clients to maintain their Anaqua reports and dashboards.
Manage the Reports escalation queue across the geography for rapidly growing client base (approximately 300 clients globally)
Interact with clients via (email, phone, web conference, or in person) to diagnose and resolve product or environment-related issues around the Reports (SQL Server 2019, IIS 7 and 8, ASP.NET, C#, WCF, SQL Server Reporting Services, HyperView) as well as major third-party products and toolsets
Work closely with Support team, Client Directors to ensure clear responsibilities of escalation queue.
Manage the escalation queue and define the process around them to make sure a smooth operation across the teams and SLA’s
Position may require some on call availability
Work with our third-party Reporting tool provider to troubleshoot any client issues around them.
Skills/ Experience Required:
1-3 or more years of experience in a client facing role within a software, or implementation services company
Bachelor’s degree in Computer Science or related field
Strong problem-solving and project management skills
Excellent verbal and written communication skills
Motivated by a fast-paced, team environment
Ability to multitask and work on multiple complex tasks
Technical literacy and a quick study with new technologies
SQL scripting with Microsoft SQL Server 2019
SSRS Reports and other Reporting tools
Object Oriented Programming – Microsoft ASP.NET and C# preferred
Web Server Administration and Configuration (Microsoft IIS 7 and/or 8)
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