Job: Product Support Specialist I

Product Support Specialist I
Kaplan Division: Kaplan Higher Education
City: Fort Lauderdale
State/Province: Florida Position Type Full Time
Job Level: Entry Level

Job Description
Purpose of the Job/Principal Responsibilities:

Position would be to provide and improve the quality of production support for Kaplan Higher Education. This individual is responsible for providing software support for the CampusVue Product. Duties also include CampusVue application administration, SQL extracts and scripts, Crystal Reports and testing. This individual will work closely with Product Specialist Level III and Level II and members of Operations team to ensure the system is functioning at optimal performance as needed.

Position involves having the ability to multitask, prioritize and work through high-pressure situations and juggle project based workload to successfully meet the needs of the user while maintaining a professional helpful attitude with all users. This position also requires the ability to troubleshoot data issues using SQL Server Query Analyzer, and Enterprise Manager Tools. Beginner knowledge of SQL Profiler and Citrix Server Admin is a plus. Interface with vendor support staff as needed.
Good data problem solving skills in identifying problem trends and provide information that can be used to eliminate recurring problems. Maintains knowledge of technical troubleshooting tools and resources. Identify and evaluate information technology documentation as needed, and incorporate into problem resolution knowledgebase system. In addition to the application responsibilities described above, regular duties may also include:
Typical activities include:
*Support and Maintain Applications
oParticipate in testing of new CampusVue software releases or upgrades.
oAnswer, document and route incoming support calls.
oGather and/ or validate details of issues from users.
oEscalate and act as the Kaplan liaison for issues sent to the CampusVue support team.
oTroubleshooting of application and data conversion issues.
oPerform system maintenance for application security.
oProvide customer care support throughout CampusVue rollout projects lifecycle
oAssist in training technical support staff.
oWrite SQL scripts to modify data in the production system.
oModify current reports using SQL and Crystal Reports.
oWrite simple data extract scripts using SQL.

* Test and Validate Resolved Defects and Enhancements
o Evaluate, and document defects and enhancements.
oPerform tests to determine adequate resolution of defects or to verify enhancements.
oDocument test results.
o Interpret test results and make recommendations.
o Support user acceptance test.
o Validate user documentation.

Experience Required:
*Data interface between programs and systems.
*Knowledge of the concepts and methodologies of application systems.
*Ability to develop test scripts and perform testing.
*Knowledge of Application Support Tier I level support methodology concepts.
*Beginner understanding of SQL statements (i.e. Inner Join, Outer Join, Cross Joins, Self Joins, aggregate functions etc).
*Beginner ability to troubleshoot SQL views, stored procedures and functions.
*The ability to look at data and identify patterns.
*A beginner understanding of Data Structures

Technical Skills:

Windows 2000, 2003
MS SQL Server
MS SQL Query Analyzer
SQL Stored Procedures, view and jobs
Crystal Reports
Remote Desktop Connectivity tools
Microsoft Office Oulook
Adobe Acrobat
Application Skills:

CampusVue
Other Higher Education Software Applications

Position Requirements /Scope of the Job/ Skills Required:
*Experience working in a Customer Service Support environment.
*The ability to quickly learn new software solutions.
*Beginner knowledge of SQL Server Enterprise Manager.
*Beginner knowledge of SQL Query Analyzer tool and Transact SQL statements (select, update, delete).
*Ability to write simple and intermediate Transact SQL statements.
*Working knowledge of information technology infrastructure and networking.
*Excellent oral presentation and written communication skills.
*Proven customer service skills via phone, chat tool and email.
*Strong appreciation for customer service in an educational environment.
*Works well under direct supervision.
*Must be able to work any shift to provide proper customer support.
*Must be able to work periodic evenings/weekends if needed.
Minimum Qualifications:
*Experience in the techniques for testing and trouble-shooting software and resolving user problems.
*0 - 2 years experience with SQL and writing reports, extracts, stored procedures and other scripts.
*Beginner knowledge of SQL Server Enterprise Manager.
*Good problem solving skills.
*1 - 3 years of end-user support experience pref