Analyst, Support
Interactive Intelligence Inc. - Annapolis, MD

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Job Title: Analyst, Support

Accountable for providing a variety of quality and timely product, network, and IT systems support for internal and external BBDT customers.

Major Responsibilities/Activities

Customer Support:Works with Manager and other Support Team Members to:
Provide high level of product support to all BBDT customers via web, email, and phone; resolve application errors and other customer support issues in real-time when possible.

Provide assistance in contact center analysis tasks specifically requested by customers; complete various complex data analysis using Excel and/or SQL to reach the desired end-result.

Collaborate with the development team to replicate user issues in order to resolve problems; provide solutions to help customers optimize the use of BBDT software.

Monitor support cases/issues and ensure timely response; documents all information pertaining to customer cases.

Work with Manager to develop and continuously improve processes and procedures for customer support.

Internal Support:
Works with Manager, Support and other Support Team Members to:

Administer end-user workstations and supports end-user activities utilizing TCP/IP on a primarily Microsoft Windows-based local area network (LAN).

Install, configure and maintain personal computers, Windows networks, workstations, file servers, network cabling, and other related equipment, devices and systems; add or upgrade and configures printers and related peripheral equipment.

Perform software and application installation and upgrades; document site licenses for individual users/departments/organization.

Implement network security, including maintaining firewalls, configuring VPN, file permissions, file system integrity, and adding and deleting users.

Troubleshoot networks, system and application to identify and correct malfunctions and other operational difficulties; investigate user problems and identify their source; determine possible solutions; test and implement solutions.

Conduct various training and instruction for system users on operating systems and other applications; assist users in maximizing use of networks and computing systems.

Compile and maintain technical documentation and training materials.

Maintain confidentiality with regard to the information being processed, stored or accessed by the end-users on the network.

Provide computer orientation to new and existing company staff.

Minimum Requirements

B.S. degree in Computer Science or related technical field.

2 years of experience in IT and/or application software support.

Ability to quickly understand complex software and concepts.

Strong analytic and problem solving skills.

Strong technical skills including: Working knowledge of SQL databases.

Statistical and/or financial knowledge preferred.

Ability to work independently and as a team member.

Excellent written and oral communication skills, including the ability to explain complex concepts simply.

Customer service background strongly preferred.

Knowledge of call center industry preferred but not required.

Must have knowledge of a variety of computer software applications in word processing, spreadsheets, database and presentation software (MS Word, Excel, Access, PowerPoint, Outlook, etc).

Must be able to work in a fast-paced environment with demonstrated ability to juggle multiple competing tasks and demands.

Must be able to follow instructions, complete required tasks on time, and get along with others.

Work Context

Communicates regularly with colleagues and management

Uses computer frequently

Legally eligible to work in the U.S.

About this company
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Interactive Intelligence (Nasdaq: ININ) is a global provider of customer engagement, unified communications and collaboration software and...