Liaison International is the international leader in Centralized Application Services for health profession associations and associations of schools of higher education, as well as an emerging leader in web-based accreditation management services for specialty accreditation agencies in higher education. Our company combines the energy and excitement of a startup with the stability of a 20-year-old company.

Join us to participate in our continuous growth and develop the next generation of centralized application and accreditation services.

Technical Support Specialist

Position Overview:

If you are a customer focused, analytical, problem solver who would like to:

• Support web applications that are used by hundreds of thousands of high school, undergraduate, and graduate students annually
• Provide your feedback during the enhancement of software tools that are used by the top universities in the nation
• Work in a casual environment alongside other technologists who are passionate about their craft

…then please read on!

Liaison International, a stable, fast-growing, and profitable (for 20 years) company that specializes in providing state-of-the-art information technology products and services to educational associations, accrediting agencies, institutions of higher education, and health professions, is seeking a candidate with skills and experience supporting web applications to join our technical support team.

The Liaison Technical Support team is responsible for fielding Level 2 (i.e. non-customer-service, technical in nature) support issues from our primary web-based products, and coordinating the development of software fixes. The Support Specialist role will be interacting with internal and external clients, replicating and troubleshooting reported issues and coordinating tasks and fixes with local and overseas development and quality assurance teams.

What you'll be doing:

• Responding and following up with clients in a timely manner, ensuring we meet client SLAs
• Interacting heavily with developers, Business Analysts, QA and operations staff to coordinate fixes
• Troubleshooting web applications
• Writing basic SQL Queries to identify data problems
• Developing and running ad-hoc reports for our clients
• Sending automated email blasts to our clients
• Creating and publishing solution knowledge pages on Wiki for re-use by peers

What you need for this position:

• Bachelor's degree in Computer Science or an IT-related discipline or equivalent experience
• 3+ years of solid software support, preferably for web-based applications
• Experience with writing clear and detailed tickets while logging bug investigation, diagnosis and escalation
• Excellent verbal and written communication skills with experience interacting directly with external clients in a tactful manner
• Excellent analytical, troubleshooting, planning, and organizational skills
• Experience with TSQL/ANSI SQL, writing basic queries
• Ability to multitask, self-prioritize and ensure all tasks are completed on time
• A positive attitude while working independently and within a team

What we can offer you:

• Unique office location in the historic Arsenal on the Charles complex, including free on-site covered parking, free access to the Arsenal commuter shuttle to Harvard Square, and many additional amenities detailed here: http://www.taotc.com/amenities.php
• Work hard and play hard in a casual work environment (including game room with pool & ping-pong table)
• Opportunity to collaborate with other passionate open-source technologists in an extremely fast-growing and profitable industry
• Excellent benefits, including:
• Medical (including fitness reimbursement), dental, and vision plans
• Life & long-term disability insurance
• Generous maternity and paternity leave
• Subsidies for continuing education / tuition reimbursement
• Company 401(k) matching plan
• Unlimited free admission to the Boston area's DeCordova Museum galleries, Art in the Park, and The Café @ DeCordova

Interested candidates should email cover letter and resume to HR@liaison-intl.com

Liaison International is an affirmative action equal opportunity employer!

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