Technical Support Application Analyst
iPipeline - Exton, PA

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Ensure customer satisfaction by providing 2nd level technical support via telephone or email for hardware, software, connectivity, and product specific problems. Maintain ticket tracking database and provide effective communications between customers and iPipeline staff. Assist in testing of new products prior to release.

Responsibilities
  • Provide advanced level support for iPipeline's web based products
  • Answer support tickets that have been submitted by our carrier customers
  • Answer support tickets that have been escalated by tier 1
  • Work with Professional Services team to refine processes and procedures
  • Setup new customers to use all iPipeline tools
  • Other duties as assigned

Desired Skills & Experience Skills Requirements
  • Strong SQL Server 2005 skills; ability to both troubleshoot and write SQL queries and/or stored procedures
  • Strong Windows Server 2000/2003 skills
  • Basic networking knowledge/experience, desktop support skills, and/or extensive helpdesk or application support experience
  • Experience with C#, VB.net, .NET, HTML, ASP, PHP, web services, Java, JavaScript, Adobe Acrobat, MS Access (any programming/development experience at all would be a huge plus)
  • Experience with analyzing and troubleshooting web-based applications, application support
  • Ability to read and analyze various programming languages and identify development issues versus actual support issues
  • Ability to do fixes but also define root causes
  • Ability to communicate well with all levels of personnel and interact with both technical and non-technical personnel and customers
  • Strong interpersonal, writing, and communication skills
  • A self-learner and independent individual with strong technical aptitude and a “can-do” attitude in a fast paced environment
  • Ability to “think outside the box” and employ creative solutions to various production issues
  • Ability to multi-task and handle and prioritize multiple critical issues accordingly
A Plus:
  • Salesforce Experience
  • Miceosoft Dynamics CRM experience
  • RSA experience
Education and Experience Requirements
  • Bachelors Degree in Computer Science or other IT related field

iPipeline - 11 months ago - save job - block
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