Associate Software Support Analyst
- Serve as primary client contact regarding incoming support requests.
- Manage and resolve incoming customer support requests that may consist of application questions or problems in the areas of product functionality, troubleshooting, and bugs/enhancements.
- Escalate support requests to internal teams as required. Follow through to obtain status updates.
- Facilitate issue resolution by being a liaison between our customers and internal teams.
- Communicate status of support requests in a timely manner to our customers and internal parties as needed.
- Document issues promptly and accurately.
- Keep up to date on the latest technology around our integrated products.
- Continue to increase individual skills which aid in the support of our products.
- Participate in knowledge sharing and problem solving with fellow team members.
- Prepares process and procedure documentation, as needed, and participates in periodic process and procedure reviews to ensure that materials are regularly updated.
- Ability to work in a rotating 24/7 shift, including holidays.
- Bachelor's degree in a related field, Associate's degree in a related field with 2+ years' experience, or equivalent experience.
- Excellent verbal and written communication skills.
- Independent problem solver able to troubleshoot and communicate technical software related information to diverse audiences.
- High energy and a high degree of flexibility to adapt to challenges.
- Confidence in public speaking.
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