Sr. Software Customer Support Specialist


Sr. Software Customer Support Specialist


Position Description:

  • The Sunflower Asset Management solution is a web-based and mobile enterprise asset management software tool used by federal agencies, contractors, national labs, state and local government organizations, and higher educational institutes. Software Support Specialists on our team work in the Lafayette, LA metro area supporting Sunflower clients across the United States.
  • Work duties include end user technical and functional Sunflower software helpdesk support through phone calls, email and web submission.
  • Support team members work directly with CGI clients to troubleshoot, research, and solve technical problems and answer functional questions regarding the use of the Sunflower software. Members will work in a team environment, and will be responsible for collaborating with Sunflower consultants, account managers, and software engineers to resolve client support requests support team members receive Sunflower software and asset management training prior to providing customer support.

Your future duties and responsibilities:

  • Monitor and take ownership of incoming support requests from start to finish.
  • Collaborate with other support team members, client account managers or software developers to resolve issues as needed.
  • Serve as a mentor to less experienced team members.
  • Learn and understand the functionality and technical concepts of the Sunflower software, progressively increasing one’s knowledge with experience.
  • Provide executive level reporting.
  • Manage Sunflower related communications and release management.
  • User access and administration to management system.
  • Identify growth opportunities and communicate them to the Account Managers.
  • Manage mobile device deployment (receipt, software installation, testing and deployment)


Required qualifications to be successful in this role:

  • Bachelor’s Degree
  • Minimum 5-7 years of experience in the information technology, retail, service, business operations, customer support, consulting or asset management fields. Acts as a service provider to clients and project teams
  • Familiarity with Oracle databases, including objects, table relationships, roles and grants
  • Ability to understand, update and write PL/SQL code
  • Familiarity with Oracle Weblogic and Fusion Middleware
  • Familiarity with Windows and Linux operating systems
  • Information systems networking skills
  • Strong analysis, documentation, communication and writing skills.
  • Experience with MS Office tools (Excel, Word)
  • Be a detail oriented multi-tasker


  • Experience with any CRM software like ServiceNow or Jira

As a Federal Contractor, all members of CGI Federal, regardless of role or work location are required to be fully vaccinated, with the exception of those with approved medical or religious accommodations.


  • Help Desk/IT Services
  • Oracle
  • PL/SQL
  • WebLogic

How to Apply:

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Location: Lafayette, LA
Date Posted: October 14, 2022
Application Deadline: December 14, 2022
Job Type: Full-time