Customer Support Deployment Specialist

Summary

Join Revalize, a global leader in sector-specific software solutions, as a Deployment Specialist. You will be responsible for performing customer updates, upgrades, and migrations of Revalize applications, diagnosing and resolving issues, and assisting customers with configuration. This role requires strong MS SQL, database, and reporting server knowledge. The position is full-time and involves working with both on-premises and cloud environments. You will collaborate with internal teams and customers to ensure optimal system performance and provide excellent customer service. Success in this role requires strong technical skills, problem-solving abilities, and excellent communication skills.

Requirements

• Three (3) years or more prior experience in customer-facing technical support or professional services role supporting complex SaaS solution(s)
• Previous experience performing issue troubleshooting support for on-premises and SaaS applications
• Knowledge of Windows, Active Directory, server reporting, SMTP configuration and MS SQL
• Experience working with complex software (for example, ERP, CPQ, PLM, PDM, etc.)
• Able to clearly explain complex information and technical terms in a simple manner
• Strong analytical and problem-solving skills
• Strong attention to detail and time management
• Ability to prioritize work and manage multiple tasks concurrently
• Ability to excel in a high-paced, ever-changing environment
• Ability to work independently and in a team environment
• Strong skills in listening and communicating through spoken and written channels
• Customer-oriented attitude with a willingness to learn
• Self-aware and acts with respect and care towards others
• Able to share knowledge effectively
• Proficiency in English (spoken and written)
• Proficiency in German (spoken and written) for European candidates
• Ability to be consistently productive while working remotely, with access to a quiet work area with a reliable high-speed internet connection (minimum 20Mbps download/2 Mbps upload) to conduct business over the telephone and video calls

Responsibilities

• Perform scheduled updates, upgrades, and migrations of the company’s proprietary software in both cloud and on-premises environments, ensuring minimal disruption to end users
• Perform customer database migrations, including performing database backup and restorations to ensure data integrity
• Set up and configure customer connections, reporting servers, and application environments
• Advise customers on the installation and maintenance of MS Windows and MS SQL servers, ensuring compatibility with the company’s software
• Configure reporting servers and other system components as required in support of the company’s
• Assist customers with ensuring systems are properly set up and functioning optimally for the operation of the company’s software
• Diagnose and troubleshoot issues encountered during updates, upgrades, and migrations, escalating to engineering or cloud teams as needed
• Work closely with internal engineering and cloud teams to address installation issues and resolve internal cloud tasks efficiently
• Maintain consistent, clear, and professional communication with customers throughout update, upgrade, and migration projects
• Provide excellent customer service to both customers and teammates, ensuring behavior aligns with the company’s values
• Gather and document customer issue details accurately, logging communications and maintaining thorough records of issue resolutions
• Prioritize and manage time effectively to meet customer and business needs, ensuring timely delivery of deployment tasks
• Coordinate with project managers and other stakeholders to support technical aspects of projects and ensure alignment with project timelines
• Author, edit, and contribute to the improvement of knowledgebase articles, FAQs, and functional documentation to support customers and internal teams
• Document technical processes and resolutions to support continuous improvement and facilitate future troubleshooting efforts
• Cooperate closely with project management, development, and engineering teams to ensure seamless execution of deployment tasks
• Act as a liaison between customers and internal teams to address technical challenges and identify opportunities for process improvements

Preferred Qualifications

Working knowledge of Salesforce