Technical Customer Support

• Are you a motivated SQL expert with demonstrated experience working on SQL databases to troubleshoot data and performance problems?
• If so, Client Viewpoint seeks people like you to join our highly skilled and talented group.
• You will be a SQL support specialist responsible for resolving SQL data-related and reports-related issues, monitoring, and tuning performance in self-hosted and cloud-deployed Client Viewpoint environments.
• In addition, this role serves as a support liaison between client Viewpoint, third-party vendors, and our customers.
• Provide telephone and Internet support to customers with questions or issues related to configuration/setup, product functionality (attachments, scanning,
• printing, exporting), performance, and hosted software services, including SQL data and reports-related problems.
• Troubleshoot and solve technical issues, including system performance, permissions, data inconsistency, and application errors.
• Provide expertise in SQL Data Manipulation and Administration (back-ups, maintenance plans, user administration) for all Viewpoint product suites.
• Assist customers with software upgrades, migration, and transformation.
• Assist other departments with technical issues.
• Monitors, tracks, and documents customer support calls and activities in the CRM system.
• Effectively document issues/feedback from customers for use by development in research and defect resolution.
• Develops Knowledge Base articles to document troubleshooting steps and standard solutions to frequent calls for use by customers and peers.
• Implement performance optimizations suggested by the engineering personnel.
• Respond to alerts and help monitor, tune, and configure Non-Production and Production monitoring for the best sustainable performance.
• Follow documented processes for troubleshooting, engagement, escalation, and others with 3rd-party hosting partners.
• Research and diagnose issues independently or as a team.
• Support after-hours and on-call duties as required.

Qualifications:

• Candidates must be able to work 8am-5pm Pacific Standard Time
• 2-3 rounds of interviews; candidates will be required to complete a SQL interview during PST hours
• 7+ years of experience required
• Potential contract-to-hire for the right candidate
• Must be highly skilled in SQL and have excellent communication skills to service client Viewpoint customers
• Vendor call TBC

Skills & Experience:

• Demonstrated experience troubleshooting SQL, including tables, triggers, views, stored procedures, performance tuning, and ability to write complex
• SQL queries in Microsoft Transact SQL.
• Demonstrated experience with Crystal Reports, including sub-reports, running totals, linking tables, and troubleshooting.
• Deep understanding and working knowledge of Microsoft Reporting Services or Financial Statements Reporting applications.
• Sound knowledge of SQL Server Database Administration and relational database concepts.
• Experience in cloud-based environments such as AWS, Azure, or IaaS-based providers.
• Experience with remote desktop takeover tools (Example: Zoom, WebEx, GoToMeeting, Bomgar).
• Soft Skills include communication, teamwork, adaptability, problem-solving, creativity, work Ethics, interpersonal skills, and time management.
• Familiarity with the commercial construction industry (Job costing, Payroll, Accounts Payable, Accounts Receivable, Equipment Tracking, and Project
• Management) is an asset for this position but optional.
• Bachelor’s degree, preferably majoring in computer science or having relevant experience