Senior Technical Support Analyst

: SUMMARY OF RESPONSIBILITIES: The Senior Technical Support Analyst is responsible for troubleshooting sophisticated, complex, escalated Technical Support issues. The Analyst interacts with Solutions Analysts to resolve issues and provide feedback by possessing in-depth knowledge of software products and call center operations. The Analyst also evaluates user needs, performs ongoing activities, and implements solutions. ACCOUNTABILITIES: 85% - Provides advanced troubleshooting support, escalation management, and issue resolution

• First line of support with inbound client calls, portal requests, and e-mails.
• Works with Solutions Analysts to resolve issues.
• Is given latitude to manage and prioritize workflow. If required, will work directly with clients to resolve escalated complex issues
• Works with Sales to uncover new revenue opportunities.
• An Analyst is expected to provide solutions to clients across all ranges of installed products and levels of issue complexity with no supervision.
• The Analyst must adhere to Support documentation standards within the ticketing systems.
• The Analyst must comply with all companywide policies as well as unique Support policies and procedures.

10% - Subject Matter Expert

• Develops / edits / reviews technical documents.
• Provides training as needed

5% - Travel

• May be required to go on site
• Travel to Orchard Software for training 3-5 weeks / year

JOB REQUIREMENTS: Education and Experience:

• Bachelor's Degree
• 3 - 5 years' experience in a technical call center environment. OR 12 months as Tier II - II (waived at the discretion of department head)

Knowledge/Skills:

• Superior customer service skills. Comfortable at communicating to technical and non-technical internal and external customers at all levels of an organization.
• Ability to communicate and quickly execute organizational goals
• Comfortable with change.
• Able to analyze data and effectively utilize resources with minimal supervision to efficiently arrive at positive outcomes for clients.
• Able to effectively communicate over the phone or in writing.
• Able to clearly document according to Support standards.
• Advanced problem-solving skills
• Ability to learn new skills in a brief amount of time
• Serve as a point of escalation for co-workers

Required Skills:

• Advanced troubleshooting
• Expert knowledge of ticketing system

Preferred Skills:

• HL7
• 4D
• Java
• Microsoft SQL Server
• Mapper
• JSPs/4D Scripts
• Slowness troubleshooting
• Database maintenance and repair
• Troubleshooting networks
• Server virtualization (Hyper-V, VMWare, Citrix)

Physical Demands/Working Environment:

• Work may be conducted in an office, remote, or hybrid environment.
• For employees hired remotely, training will be conducted in-person at our Carmel, Indiana headquarters.
• Ability to travel to client sites and Orchard Software Headquarters in Carmel three to five weeks per year.

Compensation and Benefits: Pay range: $50,588 - $70,824 Orchard Software offers a competitive compensation package, including:

• Medical
• Dental
• Vision
• 401k with company match (50% of the first 6% contributed by employees)
• Paid parental leave
• Education assistance
• 120 hours of PTO. Amount is pro-rated if starting after May 31
• 12 Paid Holidays.
  • Employees who are required to work on a designated Holiday will receive a floating holiday to be used in addition to their PTO

Orchard Software is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, sexual orientation, gender identity, creed, marital status, familial status, public assistance status, or any other characteristic protected by law.