Title: Jr. Technical Support Analyst
Job Summary: The Junior Technical Support Analyst is part of a high paced, internal and external customer facing team which support Geographic Solutions’ Virtual OneStop® application. The candidate should possess strong troubleshooting and analytical skills, have the ability to work under high pressure and work within a team or alone. Under limited supervision, the candidate will carry out procedures to ensure responsive and quality resolutions for clients. The candidate will be responsible for interfacing with our clients and to assist them in defining any problem the client might experience in in the Geographic Solutions Software-as-a-Service (SaaS) Web-based applications. Once a problem has been identified and understood, the candidate will confirm the problems description is properly documented in the company’s problem resolution system and appropriately assigned for resolution. Reports progress on problem resolution to management. Devises improvements to current procedures and develops models of possible improvement.
Duties and Responsibilities:
Monitor real-time error logging for Production level systems.
Process online communications between clients and internal staff.
Troubleshooting complex Web-based software. Issues to be resolved require a broad range of troubleshooting skills related to: software functionality, application server setup, database management and data analysis.
Providing excellent client management inclusive of excellent communications, responsive follow through, and advocacy for client issues within internal departments. The Technical Support Analyst will analyze trends associated with the customer base and report potential areas of risk or forward to management.
Prioritizing numerous issues of varying severity, and effectively manage the resolution of all issues within accepted service levels. This includes appropriately updating both client and appropriate employees of status of all issues on a timely basis.
Collaborating extensively with peers, to resolve client issues while actively contributing to a growing knowledge network that improves the effectiveness of our team and the information available to our clients.
Analyzing technical trends and provide appropriate feedback to Development and Management.
Adhere to company policies.
Conduct to reflect professional attitude and actions.
Other duties and special projects as assigned.
Knowledge, Skills and Abilities:
Proficient in functionality of assigned projects and PC skills.
Ability to use analytical skills while researching and documenting issues experienced by clients.Sufficient application knowledge to navigate and perform basic functionality of a single software application.
Ability to seek appropriate resources or mentors on projects.
Ability to re-create client issues and document test paths.
Excellent written and verbal communication skills, which are used with team members and clients in the form of phone calls, formal training and mentoring.
Bilingual, Spanish is a plus
Credentials and Experience:
Associate’s degree or equivalent combination of education and experience
1 year or more experience in a client facing call center, help desk or technical support environment or equivalent consulting experience
Testing methodologies and theory
Microsoft IIS Knowledge
Microsoft SQL server knowledge
Microsoft development tool knowledge
PC hardware configuration knowledge
Microsoft Office proficiency
Development defect tracking tools
Software Development Life Cycle
Ability to work nights and weekends as needed
Ability to sit for extended periods of time
See full details and apply at https://recruiting.paylocity.com/recruiting/jobs/Apply/481631/GEOGRAPHIC-SOLUTIONS-INC/Jr-Technical-Support-Analyst