Software Support Analyst
TempWorks Software - Saint Paul, MN

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Support Analyst I

Position Summary:
Provides support to end users on a variety of issues. Identifies, researches, and resolves software related issues. Responds to telephone calls, email and internal requests for software support. Documents, tracks, and monitors the problem to ensure a timely resolution. Has knowledge of commonly-used concepts, practices, and procedures in the staffing industry and accounting areas.

Position Responsibilities

  • Create and maintain positive customer relationships
  • Utilize proprietary, web based help desk software to track and resolve software problems and requests
  • Excellent communication skills both written and oral, interpersonal, organizational skills, and problem solving ability to work with non-technical end users on first level support issues
  • Communicate professionally and effectively with customers at all levels. Explain technical details in a plain, clear and simple manner
  • Ability to absorb and retain information quickly
  • High level of attention to detail and self motivation
  • Team Player with goal-oriented personality
  • Troubleshoot and analyze incoming customer calls related to both enterprise and hosted software solutions
  • Analyze/test software to determine the type of problems the customer is encountering which could include software bugs, client set up, corrupted data, user error, etc.
  • Adds, removes and maintains user accounts in active directory including, password changes, account resets and account deactivation
  • 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
  • Database quality testing
  • Learning and understanding all aspects of the TempWorks products including the core enterprise system, Voyager and Web Center
  • Coordinate all travel arrangements for onsite engagements
  • Report all billable hours
  • Report expenses
  • Willingness to take on special projects as assigned

Technical Knowledge/Education/Experience/Aptitude

  • Associates or Bachelors Degree in Computer Science, Information Systems/Management, or Business Management is preferred
  • Experience with Microsoft Access and SQL
  • Ability to be self taught in a variety of software applications and languages
  • 1-2 years of Customer service experience

Database Testing

As time permits:

  • Conduct routine tests on the Master TempWorks database
  • Any problems or errors encountered should be documented and submitted to your supervisor
  • Once a problem is resolved, retests to ensure quality should be conducted

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