Tools Support Engineer
Catalist is committed to using our talents and technology to nurture a vibrant, growing, progressive community. Our mission is to provide progressive organizations with the data and services needed to better identify, understand, and communicate with the people they need to engage and mobilize.
The Tools Support Engineer supports the Client Services team by providing the team with expertise on the Catalist suite of applications and data. Additionally the Tools Support Engineer assists in developing internal audits and reports around application and data usage, both internally and by clients. The Tools Support Engineer serves as tier 1 support for all applications and APIs developed by Catalist. This position reports to the Director of Product Management and works closely with the Technology, Analytics, and Client Services teams.
PRINCIPAL DUTIES:
Act as an advanced user of all internal/external Catalist applications and APIs for the purpose of assessing and assisting with Client needs.
Expert on Catalist data and synthetics.
Receive, review, update and respond to tools support service tickets and interact with clients as needed to gain an understanding of client issues and use cases.
Troubleshoot reported bugs, resolve where possible or escalate to the Technology and Product Management teams when programmatic intervention is required.
Assist Account Executives in maintaining client contract limits on tool use.
Triage support tickets based upon prioritization set by the Director of Product Management.
Communicate regularly with Account Executives to set client expectations and timelines for resolutions, as appropriate.
Oversee all assigned tickets from start to finish. Successfully deliver solutions in response to assigned Client Services tickets on time.
Create documentation to support resolutions.
Work closely with Product Management to identify common ticket requests that lend themselves to becoming permanent product enhancements.
Build, maintain, and analyze reports on client usage of application features and data.
Attend/lead internal staff meetings to report on status and discuss open tickets.
SKILLS AND EXPERIENCE:
Excellent communication and time management skills
Ability to translate client requests into internal instructions
Ability to handle various tasks at once
Ability to articulate ideas clearly, and to be creative and personable
Familiarity with SQL, Access, SPSS, Stata, bash, python or reporting software such as Tableau or Domo is a plus but not required
Catalist offers a competitive salary and a strong benefits package. To apply please send cover letter and resume to jobs@catalist.us with the subject line "Tools Support Engineer".
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