Software Support Analyst

Software Support Analyst

Job Category: Customer Service

Full-Time

Hybrid

Chesapeake, VA 23320, USA

Description

Specific Job Functions:

• Serve as primary client contact in regard to incoming support requests.
• Answers calls to the Customer Support Desk and accurately captures information on all service requests.
• Manage and resolve incoming customer support requests that may consist of application questions or problems in the area product functionality, troubleshooting, and bugs/enhancements.
• Solves problems independently using experience and troubleshooting procedures.
• Attempts to resolve majority of end user technical issues without need for further escalation or call routing.
• Escalate support request to internal teams as required. Follow through to obtain status updates.
• Facilitate issue resolution by being a liaison between our Customers and Internal Teams.
• Communicate status of support requests in a timely manner to our Customers and internal parties as needed.
• Keep up to date on the latest technology around our integrated products.
• Continue to increase individual skills which aid in the support of our products.
• Shares knowledge and experience with other team members to supplement collective knowledge base.
• Prepares process and procedure documentation, as needed, and participates in periodic process and procedure reviews to ensure that materials are regularly updated.

Qualifications:

• Bachelor's degree in related field, or equivalent experience or Associates degree in related field with 2+ years' experience.
• Excellent verbal and written communication skills.
• Independent problem solver able to trouble shoot and communicate technical software related information to diverse audiences.
• High energy and a high degree of flexibility to adapt to challenges.
• Confidence in public speaking.
• Must be able to work in rotating 24/7 shifts, including holidays.

Compensation: The annual salary range for this position is $60,000 -$70,000, depending on experience.

Benefits: INIT offers challenging tasks and responsibilities in a successful team with a pleasant working atmosphere and the opportunity for personal and professional growth. We offer a generous vacation package, 401K, medical, dental, disability and life insurance.

INIT is an Equal Opportunity Employer