Software Support Analyst

Less than 5 years experience  • 

Salary depends on experience
Posted on 03/27/18
Less than 5 years experience
Salary depends on experience
Posted on 03/27/18

Summary:

The Software Support Analyst is responsible for providing support to our customers in their use of our proprietary web-based ECommerce Suite.

Job Details:

  • Assist customers in issue-resolution utilizing your foundation of technical knowledge surrounding enterprise software and hardware.
  • Respond to inquiries through e-mail, phone and internet; diagnose and resolve issues using prescribed troubleshooting techniques, and document efforts.
  • Significant time researching multiple log files to identify and determine solutions for clients and users. 
  • Focus is on customer satisfaction and customer response time
  • Regularly work with multiple queues, multiple systems
  • Work closely with other technical resources and product development
  • Be prepared for monthly code releases / service packs
  • Shifts available include 7am-4pm; 8am-5pm;10am-7pm

Qualifications:

  • Three (3) or more years of experience in a similar role, supporting enterprise level applications, with a demonstrated ability to learn and adapt to new technology  
  • Experience researching/using log files to analyze and develop solutions
  • Able to prioritize, assess and manage multiple tasks while maintaining attention to detail  
  • Excellent verbal and written communication skills with the ability to interact with all levels of an organization, and with people of varying technical knowledge and skills. 
  • The technical environment we support includes HTML, CSS, web servers, SQL, JIRA, and ERP software (Oracle PeopleSoft, and Ellucian Banner and Colleague)
  • Bi-lingual Spanish Speaker ideal, but not required
  • Bachelor’s degree, preferred

R3870

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