Software Support Analyst

About the position

The Support Analyst I is a role within our Software Support division. The ideal

candidate for this position will have strong technical skills and a passion for

troubleshooting. This is a customer facing position, so this individual must

have strong communication and customer service skills. Our team remotely

supports production environments all around the globe to resolve issues and

minimize the impact to production. The software support team troubleshoots both

software and hardware issues. As an Application Support Analyst I you will find

yourself troubleshooting in-house applications, 3rd party applications, data

mining, report building, writing and working with complex queries, database

management, indexing, and potentially promoting a software fix. Are you afraid

of falling into the rut of doing the same thing day in day out? No problem is

the same and no day is the same. You will be able to take pride in your work and

be personally responsible for keep our customers multi-million dollar operations

running smoothly.]

Responsibilities

• With guidance perform QA functions for any issue resolution from support

calls.

• With guidance track and thoroughly document all customer issues in our

ticketing system.

• As issues are reported from customers diagnose if the issue is a change or a

bug then communicate issues to the analyst, development staff, or sales

consultant appropriately.

• Understanding of the software development lifecycle (SDLC) as you will be

interacting with various developers, analysts and project managers.

• Facilitate positive proactive working relationships with customers and

internal resources.

• Performs visits to customer sites to perform any preventative maintenance

that can increase the stability and control of the Exacta software

(Proprietary Software)

• Participation in an on call and/or escalation rotation.
• Handles escalations or consultations from application support specialist.
• Develop Reports using Crystal Management and SQL Server Reporting Services

(SSRS).

• Create datasets to analyze and recreate issues reported by customers.
• Ability to look through database log files to troubleshoot software issues.
• Implement and improve remote monitoring tools for our customer’s systems.
• Demonstrate superior customer service (as measured by our customers: surveys

and satisfaction from support renewals).

• Ability to work with specialist and provide feedback and/or guidance to

resolve an issue.

• Ensure escalated issues are recorded in knowledgebase.

Requirements

• Bachelor’s degree required, degree in Computer Science or Information Systems

preferred.

• Strong computer skills including: Microsoft Office, Microsoft Project, and

various Databases (SQL Server and Oracle). Classroom experience with

Databases OK

• Minimum one year of experience troubleshooting Exacta as a Specialist II.
• Excellent customer service skills. Remain positive and calm under pressure.
• Excellent troubleshooting abilities and analytical skills.
• Ability to write and understand SQL Queries.
• Superior oral and written communication skills.
• Must be eligible to work in the USA long term without sponsorship.

Benefits

• Health, Dental, and Vision Insurance
• 401(k) Retirement Plan with a company match
• Vacation/Holiday Pay
• Tuition Reimbursement
• Volunteer Work
• Professional Associations, Conferences and Subscriptions
• Company Meetings & Events