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