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Customer Support Specialist

About Nicus Software, Inc.

Nicus is a rapidly-expanding provider of IT Financial Management (ITFM) and Technology Business Management (TBM) software solutions tailored to the needs of high-performance private and public sector organizations – including customers like Visa, Liberty Mutual Insurance, and the City of Seattle. Nicus enables more informed and profitable technology investment decisions, while helping CIO leaders tell their IT value story using a comprehensive software suite, including IT Planning, Cost Transparency, Bill of IT, Application TCO, and more. See how Nicus elevates IT to empower business at www.nicus.com.

Job Summary

Nicus Software is looking to fill an open position for a Customer Support Specialist in our Roanoke, Virginia office.  The qualified candidate will coordinate with customer requests for support via incoming emails and telephone calls to see resolutions through to the end.   Candidate must possess strong communication skills and be able to troubleshoot complex data flow. Must be willing to work closely with clients to solve complex problems. This position is expected to respond to issues during nights and weekends on a rotating schedule. 

  • Serve as first point of contact for customers seeking assistance
  • Respond timely to all requests and update those requests on a timely basis
  • Maintain knowledge base by accurately logging detailed information regarding technical work on support cases
  • Attempt to resolve support requests within established time thresholds, and escalating when required to the appropriate team
  • 1-2 years’ experience with SQL language and ability to trace SQL data
  • PC/Network/Server troubleshooting skills of web-based applications
  • Ability to quickly learn software data flow and work under deadlines
  • Ability to work well in both a team environment and individually
  • Strong desire to satisfy clients
  • Participation in scheduled on-call rotation for after hour business support needs
  • Ability to set goals, multitask and prioritize workload
  • Excellent oral and written communication skills
  • Strong desire to build on skills and continuous improvement of the application of technology

Benefits

  • Nicus offers a competitive base salary, bonus and benefits, including medical, vision, dental, disability, paid time off as well as a pension plan with an employer match.
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