QUALIFICATIONS AND SKILLS

• Associate’s or Bachelor’s degree preferred, or commensurate experience.
• Advanced knowledge of Excel or Google Sheets functionality
• Experience with websites built via content management systems (Wordpress, Squarespace, Wix, Weebly, Joomla, etc.) preferred.
• Working knowledge of SQL
• Familiarity with Windows or UNIX basic administration
• Working knowledge of the Python programming and various scripting languages
• Ability to work with various protocols such as: HTTP, HTTPS, FTP, SFTP, and REST
• Experience working with APIs preferred.
• Exceptional attention to detail, excellent work ethic and drive, great interpersonal skills, team oriented, and demonstrated problem solving skills
• Demonstrated ability to work with geographically distributed virtual teams and to build relationships with internal and external organizations
• Demonstrated time management and prioritization skills, and ability to manage expectations effectively when handling multiple assignments simultaneously with competing deadlines
• Proven ability to learn new technologies as needed.
• Fluency in written and spoken English; comfortable relaying technical information to non-technical clients.
• Ability to multitask and maintain patience when faced with challenging situations.
• Prior customer service or technical support experience (2-5 years) preferred.
• Ability to cover evening and weekend hours, as required.

SUMMARY OF THE ROLE

The Data Support Specialist serves an essential role, meeting the data needs of clients through ticketing, phone, and chat channels. Data Support Specialists work to educate and empower, troubleshoot issues, and implement solutions for clients. Data Support Specialists work to ensure the data is accurate and up-to-date for our customers across all of our platforms.

RESPONSIBILITIES

• Support clients by researching, resolving and recording data-related questions, tasks, and issues across Finalsite’s software platforms
• Perform data sanitization, verification, import, and export functions across our products
• Create, Execute, and Modify SQL scripts to resolve issues, optimize database calls, and perform data integration with third party systems, such as Student Information Systems.
• Perform system management and automation tasks using Python and Shell scripts.
• Coordinate and conduct phone or Zoom meetings to collaborate with clients and resolve escalated concerns.
• Maintain, troubleshoot, and modify software that interact with third party APIs in the pursuit of data integration
• Work closely with clients to advise and educate on best practices to ensure secure, efficient and sustainable data solution
• Attend daily standup and escalation meetings, and other team meetings as assigned.
• Collaborate with Data Integration Engineers to ensure our integrations, authentications, and SSOs function as expected
• Stay informed on the best practices and functionality across Finalsite’s integration partners
• Stay up to date (through software update blogs, new help center articles, and training) on new product features and improvements, as well as web trends.
• Troubleshoot, investigate, and create detailed software bug reports, and product enhancement requests.
• Strengthen the Finalsite brand by exhibiting excellence in product knowledge and customer service.
• Assist with Product Support backlog, as volume dictates.