Technical Software Support

Nexus Systems, located in Falls Church, Virginia, is the leading provider of electronic solutions that automate the traditionally cumbersome paper-intensive AP process. Nexus Systems greatly aids financial management by automating the payables process through scanning, electronic approval routing and PO/Invoice management. Nexus’ product, NexusPayables, enjoys continued success as a result of its functionality, reporting, user-friendly configurations, and ease of use for clients.

Nexus Systems, LLC is looking to fill a Technical Software Support position. As a member of the client support team, this person will be responsible for providing client support, as well as, performing product quality assurance (QA) testing. This position ensures the effective tracking of issues from initial report to final resolution to obtain positive client experiences. The Technical Software Support will also assist implementation managers with site configuration and other project management tasks as necessary.Qualified candidates are highly organized and have superior analytical and problem solving abilities. Ideal candidates are team-oriented, entrepreneurial, customer-focused, positive, and committed to excellence. You must be able to work with key personnel across multiple departments to build a shared vision for solutions, and you must possess the ability to learn new technologies quickly.

* Provide technical assistance and support for incoming queries and issues from our clients related to our software product * Maintaining customer satisfaction in every step of the service delivery * Responding to client support request tickets, calls, and emails: * Assigning ticket severity * Updating service work notes * Prioritizing work to resolve complex support client issues * Establishing a high level of personal credibility and building strong relationships * Maintaining ownership of service tickets throughout the life span of the support request * Collaborating with other Nexus Systems staff and vendor support resources to resolve requests * Participating in ongoing personal training and attainment of technical certifications * Ensuring the security of all configurations made on client systems * Providing updates, status, and completion information to management * Document client systems issues in accordance with client service level agreements (SLAs) * Troubleshoot client issues and respond to client issues in accordance with SLAs * Assist and support implementation managers by performing tasks related to the set up, configuration and testing of client application sites * Analyze requests to identify recurring and/or system problems and communicate with appropriate staff to facilitate resolution * Participate in on-call responsibilities during non business hours, weekends and holidays as requested **Quality Assurance Responsibilities:** * Provide quality assurance testing assistance to the product and development teams * Create and maintain test plans in cooperation with quality assurance activities, functional testing, and regression testing * Create and execute automated test scripts to exercise product functionality during patch and release cycles * Input product defect and enhancement requests for action by DEV and/or Product Management * Quality Assurance testing of new product releases * Support and update both written and online help documentation * Provide input to process improvement and assessment of existing system and processes

**Experience Requirements:** * Proprietary Support experience 2+ years * Quality Assurance experience 2+ years * You must have strong investigating, troubleshooting, and support skills * Bachelor's degree in Information Systems, Communications, Business Administration, Technology or equivalent education and experience. * Accounting familiarity and/or software support experience desired * Knowledge of ITIL methodologies preferred **Technology/Software Skill Requirements:** * Windows Server 2003 and late * Working knowledge of SQL query language and Microsoft SQL server 2003 and later * Internet Information Services (IIS) experience desired