Senior Programmer/Analyst

at  KUBRA

KUBRA is looking for an ambitious, innovative Senior Programmer/Analyst to join our Client Solutions team!
As a Senior Programmer/Analyst, you will perform maintenance, support, configuration, troubleshooting and basic programming duties on trouble tickets to ensure client satisfaction. The Senior Programmer/Analyst is the initial point of contact for clients and works with teams across the organization in the identification, troubleshooting, escalation and resolution of issues.

WHAT SKILLS DO YOU NEED?

• 2-3 years of experience in Customer Service, software/IT support, or as a skilled user of enterprise software
• Associate’s degree or work experience demonstrating professional communication and inter-office skills
• Diploma or Degree in Computer Information Systems or related program is preferred
• Demonstrated experience with and aptitude for troubleshooting technical problems
• Understanding of servers, networks, enterprise software, and data integration between enterprise applications
• Experience with enterprise software in a support or advanced business user role
  While we value the skills and experiences listed in our job requirements, we also recognize that talent comes in many forms, and welcome applications from candidates who meet most but not all specified requirements. If you possess a strong desire to learn and grow in a dynamic work environment, apply now!
  KUBRA is a fast-growing company that delivers customer communications solutions to some of the largest utility, insurance, and government entities across North America. KUBRA offers billing and payments, mapping, mobile apps, proactive communications, and artificial intelligence solutions for customers. With more than 1.5 billion customer interactions annually, KUBRA services reach over 40% of households in the U.S. and Canada. KUBRA is an operating subsidiary of Hearst.
  Our office is small enough to allow creative individuals to flourish, yet large enough to provide long-term stability. We place a tremendous amount of responsibility on our team members to be productive, focused and self-motivated. We offer a casual work environment, competitive compensation and a stellar benefits program

• Provide professional support to clients at large enterprises by handling and assessing inbound requests, internal checks, and automated alerts about customer communication technology
• Research issues involving application integration points, data integrity, connectivity failures, and application or system failures
• Report details on issues to developers and manage communications with clients as issues are worked on and resolved
• Client Excellence - Maximize client satisfaction by providing excellent customer service and maintaining Service Level Agreements
• Contribute to continuous improvement efforts through the refinement of business processes and technical components
• Review and react to client support and operational issues, assisting the team with initial triage, understanding of client implementations, and resolution of problems
• Manage communications with clients throughout the life of a request and coordinate with developers and others to address issues
• Coordinate with various internal teams as necessary, including Product Development, Network Services, Service Delivery, Sales, and Marketing teams
• Provide on-call after hours support on a rotating basis
• Lead weekly case review with key clients
• Conduct internal reporting on Key Performance Indicators (KPIs) for cases under management
• Perform configuration and code changes on existing applications to meet customer needs
• Develop and document new troubleshooting procedures as necessary
• Build and maintain knowledge of supported products and implementations