Software Support Analyst I

JOB TITLE : Software Support Analyst I

DEPARTMENT : Enterprise Solutions

REPORTS TO : Support Manager

JOB LOCATION : Remote – U.S. based

TRAVEL : >

10%

SUMMARY OF POSITION :

A Software Support Analyst I acts as the first point of contact for issues reported by the customer. They are responsible for troubleshooting and resolving support issues with customers and third parties in a timely and professional manner with a deep commitment to excellent customer satisfaction. This position is an afternoon / evening shift (12pm-9pm).

ESSENTIAL DUTIES & RESPONSIBILITIES :

• Answers the Helpdesk phone line and email inbox to assist users with software support requests.
• Effectively communicates with the customers and third parties daily to resolve issues in a timely manner.
• Tracks all activity related to each issue and documents progress daily.
• Follows proper escalation procedure to engage secondary support when necessary.
• Works toward continually gaining extensive knowledge of supported products.
• Occasional training of end-users on filing process.

MINIMUM QUALIFICATIONS (EDUCATION AND EXPERIENCE) :

Not currently recruiting from California, Colorado, Connecticut, Maryland, Nevada, New Jersey, Ohio, Rhode Island, Washington, or New York

Equal Opportunity Employer

This employer is required to notify all applicants of their rights pursuant to federal employment laws.

For further information, please review the Know Your Rights notice from the Department of Labor.