Technical Support Specialist - Portals and Reports

As a Technical Support Specialist at FreeBalance, you will have the opportunity to contribute to our on-going success by delivering quality and timely technical support to our customer following implementation and during the roll-out of the FreeBalance Accountability Suite. Drawing upon your technical and systems support expertise you will serve as the main point of contact to the technical authorities within the government.

Main responsibilities

• Analyze customer issues related to portals, reports, defects, and enhancements, and coordinate the delivery to ensure that the customer receives an effective solution.
• Analyze technical requirements, including those related to portal functionalities and custom report generation, and facilitate the resolution whether it involves defect fixes, procedural updates, portal configuration, or report customization within the FreeBalance Accountability Suite.
• Learn and understand the clients’ current technical environment, including their portal and reporting infrastructure, and recommend possible modifications to optimize the FreeBalance Accountability Suite for both operational use and reporting purposes.
• Act as the primary technical contact for the client during the deployment of new portal features/functions, modules, and reports, providing 1st and 2nd level support during the post-implementation period.
• Provide 1st and 2nd level support to government clients, using the government’s internal issue tracking system, ensuring SLA compliance while addressing technical issues, portal-related queries, and report customization needs.
• Log and track all issues, including defects, enhancements, portal modifications, and report generation requests, in the FreeBalance Customer Portal, and escalate them for internal action and resolution.
• Develop, customize, and optimize reports based on client needs, using available reporting tools, and ensure the accurate and timely presentation of data.
• Assist with portal configurations and modifications to align with client business needs and ensure seamless user experiences.
• Collaborate with clients and internal teams to ensure that both portal functionalities and reporting solutions meet operational and business requirements.
• Travel as required.

Requirements

• University/College Degree in Computer Science, Systems Engineering, Software Programming, or related field;
• Knowledge of enterprise software systems such as application software and database systems is required at a minimum;
• Knowledge of Business Intelligence, Dashboard and Reporting solutions using open source components such as Pentaho, BootStrap, BIRT and/or Crystal Reports is required;
• Must have experience in ANSI SQL with experience in administering Oracle, MS SQL or Postgress Database, including experience in configuring Tomcat Servlet Engine, JBoss Application server or other industry middleware;
• Experience in Database clustering and performance monitoring would be considered as asset;
• Experience in both MS Windows and Linux operating systems;
• Certification in RDBMS, Cloud Hosting such as AWS/Azure would be considered an asset;
• Excellent client management and organization ability;
• MUST read, write and speak English and Spanish fluently.

We thank all applicants for their interest; however, only those selected for an interview will be contacted. FreeBalance is an inclusive employer dedicated to building a diverse workforce to increase the representation of the designated groups based on each country’s legislation. We encourage applications from all qualified candidates and will accommodate applicants’ needs under the respective labour law throughout all stages of the recruitment process.