Ensure high customer satisfaction and low churn for post GoLive customers. Assist, advise and consult with customers on their Neocase configuration. Analyze and deliver small change customer requests

Duties & Responsabilities

The following reflects management’s definition of essential functions for this job but does not restrict the tasks that may be assigned. Management may assign or reassign duties and responsibilities to this job at any time due to reasonable accommodation or other reasons.

Assist and support customers

  • Perform independent issue analysis and troubleshooting using a variety of tools as appropriate
  • Analyze the host and client environment and adherence to functional specifications to take pro-active actions to modify or create jobs, modify code or settings, or intervene with system performance remedies
  • Exercise judgement on the best way to proceed, especially in critical customer situations such as system failures or data corruption or at times when no engineering support is available
  • Respect contractual terms with customers
  • Inform, make suggestions and advise management on critical situations and the best way to manage them

As part of the company’s premium assistance services offering, provide advice and consultancy to customers

  • Analyze their configuration and requests
  • Make recommendations, propose improvements and optimizations

Analyze and deliver small change customer requests

  • Analyze customer change requests and evaluate work to be performed
  • Write specifications and design proposals
  • Plan, monitor and deliver the projects (configuration changes, code changes, etc.)

Contribute to improve procedures and internal databases

  • Participate in internal processes and procedures documentation

Additional duties and responsibilities

  • Report weekly to management on status, plans, priorities and progress
  • Seek to reach and maintain a high level of Neocase product expertise
  • Assist with special projects as required
  • Perform other duties as assigned by manager


  • BS degree, Certificate in Information Technology, Computer Science or work equivalent
  • Working familiarity with Web technologies (css, javascript, html, SQL, etc.)
  • Working knowledge of Windows Server and IIS
  • Neocase product knowledge preferred
  • Strong problem-solving skills
  • Excellent client-facing skills
  • Excellent written and verbal communication skills