Technical Support Analyst

The Technical Support Analyst is responsible for identifying, researching and resolving product related issues (functional and technical) for both the customer and internal support teams. This person will analyze and resolve incidents regarding our application software through deep problem understanding, ensure timely resolution or escalation and communicate promptly on progress.

What you will do:

  • Respond to calls, emails and inquiries in accordance with established procedures
  • Use various software tools to perform analysis and determine root cause
  • Manage and lead issue resolution process by consulting and collaborating with internal teams
  • Document, track and monitor the issues to facilitate a timely resolution
  • Configuration Management of various applications and settings
  • Perform validation of defect fixes and enhancements prior to releasing to the customers
  • Create a positive customer support experience and build strong relationships
  • Take initiative to learn new technology, operating systems, software and general knowledge of our products
  • Monitor multiple application systems in the test and production environments
  • Maintain systems by researching and resolving issues; maintain system integrity and security
  • Prepare reports by collecting, analyzing, and summarizing information

Your Experience:

  • Strong problem solving, analytical thinking and effective decision making in a technical software environment
  • Knowledge of User Interfaces, APIs and XML and SOAP a plus++
  • Excellent organization skills with ability to multi-task and prioritize work-load accordingly
  • Detail oriented with the ability to work effectively in a fast past and changing environment
  • Exceptional communications skills (Oral and Written)
  • Knowledge of a range of IT work procedures and practices
  • Recognized IT qualification: Degree in Computer Science or IT Related Degree
  • Able to demonstrate inter-personal communication skills
  • Solid team player and able to motivate others
  • Technical Exposure to C++, Python, XML, Java Script, Basic SQL Database Concepts, SDLC Processes, JIRA a plus +
  • Familiarity with basic computer network concepts a plus ++

Hours: The position hours are 6 am – 6 pm, including rotating weekend shifts