Provided expert product knowledge and customer service to assist in the technical resolution of issues in multiple SaaS environments.Research the client's issues promptly and follow up with the customer with recommendations and action plans.Participated in team meetings weekly, asked questions, and provided input on case backlog, technical process, and new processes within the department.Serve customers as a key point of contact for data export requests to identify and deliver data on time. Trained with senior system engineers to enhance my technical skills as an Application Support Engineer.Worked closely with development, data, and support teams to quickly identify issues and provide resolution or escalate to the correct team.Monitored production logs to proactively find issues before reaching the clients.Document business requirements for new integrations and processes. Investigate and resolve document processing errors The key point of contact for clients and 3rd party vendors to create and maintain system integrations.Coordinated and tested software upgrades to ensure seamless business integration.Continually worked to keep product issue resolution documentation in Confluence accurate and up to date.Authored and executed data scripts and referenced logs to quickly determine system issues and resolve them.

Modernized existing SaaS websites using Bootstrap and HTML 5.Owned end-to-end onboarding process for new vendors.Handled all flat file integrations from ATS to HRIS systems for all clients.Maintained support requests within established SLA.Assisted in the initial development of a more modern approach to recruiting by redesigning our ATS model to a CRM SaaS application.

Managed small team of web developers to implement new and maintain existing clients on SaaS application.Created SQL scripts to write custom reports upon Client request.Migrated 30+ clients from an acquired platform to ours.Developed online training materials to reduce training resources from 8 hours to 2 hours.

Consulted with Clients to gather information and processes to implement Applicant Tracking Software (SaaS)Created SQL scripts to input client specific information for career portal creation.Conducted on-site training to recruiters and hiring managers to effectively recruit and hire the best employees.Configured ATS application to match client websites for seamless experience.Created implementation packet to reduce implementation time from 90 days to 30 days.Maintained continuous support after go-live, evolving our processes to ensure that we continue learn and grow with our clients meeting their needs.Created wireframes for new features, collaborating with backend developers to grow product offering.Reduced implementation time of new feature releases by creating packages for each feature containing code snippets, data scripts, and documentation for configuration.