Job Abstract

Ranked Top Workplaces in San Diego in 2021, we live and work by our core values of integrity, collaboration, innovation, respect, and service. Corelation cares about each employee, which is exemplified through its competitive pay and outstanding benefits package. Corelation has a generous 401K retirement plan, an extensive paid time off policy, and one of the best company cultures out there! When you join the Corelation Team, you are embarking on a journey of professional and personal development.

What We Are Looking For

Member of the Tier 2 support team responsible for handling technical escalations and more advanced inquiries that require increased access and/or knowledge. Responsible for supporting client needs through the organization and completion of Help Desk tickets, as well as incoming support calls and other channels. Responsible for specializing in an area of the core system to act as a subject matter expert for clients, vendors, and peers.

· Serve as escalation point for the functionality support (FS) jira project

· Aid in the research (data gathering, analysis, testing, advanced troubleshooting etc.) and resolution of Help Desk tickets

· Serve as a key decision maker in the prioritization of functionality support (FS) jiras

· Ensure prompt resolution is provided whenever possible, and prompt escalation is completed whenever required.

· Serve as a highly technical resource and mentor to the Client Services Specialists

· Interface between the Client Services Specialists and development

· Collaborate and cross-train with Tier 3 development team

· Maintain a solid understanding of the KeyStone product at large and an in-depth understanding of specific technical tasks.

· Ensure the requisite records of all client requests and resolutions are documented and maintained through the Help Desk system.

· Provide in depth demonstrations, training and discussions of system functionality to Client Services Specialists as needed.

· Assist in client preparation for system releases and changes.

· Performs other duties as assigned.

Why You Are A Perfect Fit

Experience

Five to six years of similar or related experience

Strong technical skills

Excellent interpersonal skills and multitasking abilities

Exceptional written and verbal communication skills

Ability to take the initiative and adapt

Ability to understand and solve technical issues with little guidance

Advanced proficiency in determining root cause

(1) A college degree (non-technical discipline) or (2) multi-craft skills acquired through extensive on-the-job training or apprenticeship programs or (3) in-depth industry and job specific technical skills acquired through a combination of formal instruction and on-the-job training.

Pay Range:

Range depends on geographic metro / zone, budget, and experience.