ESuite Technical Support Specialist

Esuite Technical Support Specialist

Job Category:
Customer Service

Position Summary:

Collaborate with eSuite Support, Development, Product, and Engineering teams to troubleshoot issues, coordinate resolution testing, support training and documentation, participate in key meetings, and assist with technical support needs as required.

Essential Duties and Responsibilities:

The eSuite Technical Support person may be expected to perform some or all of the duties listed as well as other duties as assigned.

• Manage the eSuite Issue Tracker and related workflows by reviewing reported issues, troubleshooting root causes, resolving items where possible, escalating as needed, and coordinating follow-up communication with stakeholders.
• Maintain the Issue List tracker through weekly Team iteration updates, ad hoc resolution updates, and review of new opportunity intake submissions.
• Support customer troubleshooting efforts by gathering request details, completing pre-call research, scheduling and leading customer calls, and attempting real-time resolution or escalation when required.
• Provide regular reporting and stakeholder communication, including weekly follow-up on open issue tracker items, monthly progress updates, Issue List status reporting, and presentation materials for review.
• Participate in recurring eSuite, development, technical sync, automation, issue tracker, and pilot-related meetings to support cross-team alignment and timely issue resolution.
• Execute acceptance testing prior to scheduled releases by completing Development team-provided test cases, documenting results, and communicating findings to relevant teams.
• Perform production go-live testing to validate system functionality after release, including core features such as contacts, notify lists, service requests, schedules, reporting, subscriptions, and user management.
• Address ad hoc technical support requests related to eSuite and analyze recurring customer issues to identify trends, customer pain points, and potential improvement opportunities.
• Promote the full product line and services offered by Everon.
• Perform all other duties and projects as assigned.
• Position may require mandatory overtime.

Supervisory Responsibilities:

None required.

Qualifications - External

Knowledge:

• Knowledge of eSuite and essential customer account requirements.
• Maintain knowledge of industry and company operations.

Skills:

• Must have strong presentation skills.
• Must have strong communication skills, including written and listening skills, to assist internal and external customers.
• Must have good customer service skills and be able to apply tact, diplomacy, reason and logic.
• Must possess strong organizational skills and the ability to prioritize and maintain multiple assignments.
• Must have strong project management skills.
• Must be self-motivated and project a professional attitude.
• Computer skills with proficiency in word processing, preferable Microsoft Office and database applications, and presentational skills with proficiency in Power Point.
• Requires skills in business math, interpersonal relations, judgment, and listening.

Abilities:

• Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.
• Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
• Ability to add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions, and decimals.
• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
• Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
• Ability to adapt to changes in the work environment, delays or unexpected events; manage competing demands; change approach or method to best fit the situation.

Physical Demands:

• While performing the duties of this job, the employee is occasionally required to stand; walk; sit; twist; use hands to handle; push; pull or feel; reach with hands and arms; climb or balance; stoop, kneel, crouch, or crawl; and talk or hear.
• The…