Support Analyst

Job Summary :

At TempWorks, the Support Analyst is responsible for providing exceptional support to end users of a proprietary software package on a wide variety of issues. The Support Analyst identifies, researches, and resolves software related issues. The Support Analyst also responds to telephone calls, emails, and internal requests for software support. The Support Analyst documents, tracks, and monitors the problem to ensure a timely resolution.

General Responsibilities :

• Create and maintain positive customer relationships
• Utilize help desk software to track and resolve software problems and requests
• Communicate professionally and effectively with customers at all levels. Explain technical details in a plain, clear, and simple manner
• Troubleshoot and triage incoming support requests related to TempWorks' enterprise and hosted software solutions
• Identify the nature of issues (e.g., software bugs, setup errors, corrupted data, user error) and escalate appropriately to internal teams
• Required to be on-call for support issues during non-business hours on a rotating basis
• Willingness to learn new technologies as they become available
• Assist in the development of online FAQs and knowledge base
• Learning and understanding of all aspects of the TempWorks products, including the core enterprise system, Web Center, and other ancillary product lines
• Report all billable hours and expenses
• Performs other related duties as assigned

Required Skills and Abilities :

Education and Experience :

Physical Requirements :

TempWorks Software offers a comprehensive benefits package and provides eligible employees with an opportunity to enroll in various benefit programs, subject to applicable waiting periods. This includes the following :