Support Technician

The basic purpose of the Support Technician is to provide effective customer service to the Company’s client base and to serve as a primary support liaison between STORIS and our clients. The Support Technician will be able to resolve basic issues with the standard STORIS package and companion applications by researching and analyzing information obtained through consultation with the user/client. Travel will be required as needed to back up a Senior Technician.

Responsibilities:

• Answer incoming help line calls; obtain specific details of the reported issues; and log help line cases. Assure accuracy and obtain additional information as needed.
• Communication with the client to cover all details/aspects of the issue logged in the case queue. Provide assistance and resolutions to clients by researching and analyzing functional and/or technical issues reported to the help line.
• Recreate client issues in learn or in-house accounts to analyze and determine the correct resolution or facilitate escalation of issues.
• Function as a liaison between clients and 3rd party vendors to communicate technical and/or functional information.

Requirements:

• Good communication skills
• Good research and analytical skills
• Team-orientated, as well as an ability to work independently.
• Basic knowledge of working within a database
• Good problem-solving skills
• Good organizational skills
• Ability to understand procedural concepts.
• 18 months of Customer Service experience preferred

Security Requirements:

• Follow the company’s secure software development standards and change management procedures for all code modifications affecting production systems; ensure all changes are documented and peer-reviewed.
• Evaluate third-party libraries, open-source components, and dependencies for known vulnerabilities prior to adoption; maintain awareness of CVEs affecting components in use.
• Handle sensitive data (client data, credentials, API keys, PII) according to the company’s policies; never hardcode credentials or secrets in source code or configuration files.
• Maintain a consistent security-aware behavior that includes compliance with all company security policies.
• Ensure that all security training is taken as soon as possible after being assigned.

FLSA Classification Full Time, Salary, Exempt

Reporting Structure Sr. Manager, New Initiatives & Finance
Director of Horizon Divisions Operations
Sr. Vice President, Client Services

STORIS
offers a competitive compensation package, excellent benefits including medical, dental, vision, 401(k) and annual profit sharing.
STORIS
focuses on creating a positive and friendly work environment. Additionally, employees enjoy a hybrid work from home and in-office schedule, fun team-building events, a wellness program, modern, renovated office space featuring a spacious kitchen with complimentary snacks, beverages, hot & cold brewed coffee, and much more!

STORIS
is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to sex, race, color, religion, national origin, age, marital status, political affiliation, sexual orientation, gender identity, genetic information, disability or protected veteran status. We are committed to providing a workplace free of any discrimination or harassment.