Careers

• ASP.NET Developer (4)
• Account Executive (1)
• Software Support Specialist (1)
• Implementation Specialist (1)

This position involves developing The Passageways Portal Framework and add-on modules as well as developing service pack updates to all software products. All work is performed using the c# language. The portal framework is packaged as an ASP.NET web application. Nearly all development efforts will be web-based on ASP.NET. Knowledge of ASP.NET web applications as well as deployment concepts such as versioning, coding standards, best practices in ASP.NET on Windows 2000/2003 are desired.

Primary Responsibilities include:

• Implement software products for financial institutions
• Build robust, easy-to-use, .NET-based applications
• Understanding and following the processes of the software development life cycle

Skills and experience required include:

• Prior experience with Microsoft .NET, preferably ASP.NET (JAVA experience is welcome)
• Complex problem-solving skills
• Understanding of object oriented design and development concepts
• Experience developing web applications
• Strong documentation & writing skills- ASP.NET, C#, SQL Server, XML, IIS, Visual Studio.NET, HTML
• Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public
• Ability to solve practical problems and provide logical solutions that fit not only user requirements but infrastructure interoperability requirements
• Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form

The ACCOUNT EXECUTIVE reports to the Customer Support Manager and is responsible for maintaining the customer relationship for established customers by providing first level support, maintaining awareness of assigned account statuses, and managing changes of account teams and projects. Attention to detail and professional communication skills are essential for employees in this position.

• Tier 1 Software Support Typical tasks: Answering customer questions regarding front-end user interface to best of knowledge, passing on higher level support calls to respective tier 2 software support and referring calls to appropriate contacts (sales, tech, training, consulting, etc). Will be the first point of contact for all incoming phone calls, support tickets and emails from customers.
• Portal Reviews Typical Tasks: Conduct deployment portal reviews at handover from implementations, annual and quarterly reviews with customers to evaluate portal population, usage, maintenance, etc. Refer information about modules and schedule demos if interested. Also be knowledgeable of best practices
• Customer Communication Typical Tasks: Providing software support via telephone and Webex to resolve portal issues. Notifying customers of support ticket status and resolutions. Logging clear and detailed contacts on customer snapshot to maintain a history of customer communications
• Training Typical Tasks: Support of training department by acting as a backup trainer for eTrainings and occasionally onsite Advanced User Trainings. An Account Executive is expected to be knowledgeable and up-to-date on all modules to be able to provide these trainings.
• Managing Customer Relationship Typical Tasks: Following up with customers on overdue invoices and answering invoice questions, maintaining current snapshot information including adding and removing contacts as the project team changes. Maintaining awareness of outstanding support tickets including reported bugs and enhancements. Periodic onsite visits may be required to build the one-on-one relationship between the Account Executive and the customer's portal team.
• Miscellaneous. Typical Tasks: other activities as required.

Software Support Specialists are in contact daily in person, by WebEx, by telephone, or in writing with staff and customers and require skills to communicate professionally and effectively. Some travel is required for this position.

This position involves troubleshooting product software, data, and technical issues for existing customers. Also involves performing installations of all products for new and existing customers, and providing internal product support for Passageways employees.

• Installation of products software for new and existing customers
• Tier 2 Level Software Support
• Troubleshooting software bugs and data-related issues for current customers
• Troubleshooting technical issues resulting from environmental issues (i.e. network, IIS, virus scanning etc.)
• Knowledgebase Management - Maintaining and creating articles to clearly communicate to customers current known issues
• Support Ticket Management - Thoroughly documenting all steps taken to resolve issues and maintaining constant communication with customers and Account Executives

• Strong desire to help people and provide quality customer service
• High attention to detail and skilled at problem analysis and troubleshooting
• Experience with troubleshooting web applications
• Knowledge of Microsoft SQL Server and IIS Web Server (HTML a plus)
• Strong technical documentation & writing skills
• Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form
• Ability to speak with customers with varying degrees of skill and knowledge

Duties & Responsibilities include:

• Establish and nurture relationships with new clients. Typical tasks: lead client communication by establishing the project team and notifying them of next steps and/or any issues or concerns that may arise.
• Properly set and manage client expectations. Typical tasks: communicate the implementation process and work with each client to understand their business needs as they relate to the portal; recommend additional modules and/or consulting services to help them meet their needs; understand client timeframes and work with them to create an agreeable timeline that fits within a 2-6 month scope.
• Schedule installation of all Passageways’ products including branding and consulting services. Typical tasks: solicit available dates from the client and Passageways’ staff for the installation of appropriate software.
• Guide and train new clients in setting up and using their portal. Typical tasks: provide planning tools and eTraining on portal administration, new and existing modules and consulting applications.
• Manage client communications. Typical tasks: maintain availability for each client in implementation through the use of phone, cell phone, and email; communicate current progress with regard to the implementation process and invoice and billing; communicate any issues or concerns.
• Processes and procedures to ensure successful implementation. Typical tasks: follow processes and procedures to ensure successful implementation; give input into the effectiveness of current processes and procedures; create new processes and procedures as needed.
• Provide guidance and support to the customer project team and internal staff. Typical tasks: work with each customer on a one-on-one basis to identify determine support needs; communicate customer needs to internal support, development, and consulting service staff.
• Work effectively across various functional areas to develop and implement solutions. Typical tasks: provide input and foster collaboration across all Passageways departments; attend scheduled sprint review sessions, departmental and staff meetings; assist others as needed.
• Miscellaneous. Typical tasks: other activities as required.

RELATIONSHIPS WITH OTHERS

Software Implementation Specialists are in contact daily in person, by WebEx, by telephone, or in writing with all levels of client management to assess client needs, problem solve, lead project kick-off meetings, discuss and set expectations, and formulate implementation policies/procedures. Travel may be required for this position.