Alex Valle

Senior Product Support Analyst @Ifs Copperleaf

Vancouver, BC, CA

Level 2/3 support for a growing customer base with complex technical and business requirements, including customizations and special features• Respond to complex customer questions and requests.• Continuing to maintaining good relationships with customers and supporting their needs through monthly check-in calls.• Deliver internal product training to new staff.• Provide support for “implementation away teams”; this includes application configuration, preparing data loads, and documentation updates.• Capture of common problems in internal and external troubleshooting articles• Review and commentary on new product features• Documentation of product bugs and feature requests• Troubleshooting methodology: ability to identify causes in complex IT or business environments; ability to find workarounds • Able to review reports with large volumes of data to answer business and engineering questions. Able to synthesize data where it doesn’t explicitly exist.• Excel reporting templates development;• SQL queries creation• Manipulation and retrieve data in Oracle