Support Analyst

Support Analyst

The Aumentum Technologies support team is seeking a Support Analyst to provide application support to customers that will involve answering complex questions on the function and usage of our products. The successful candidate will investigate, manage, track and close client support issues, specifically related to the database and functions of the application(s). They will also be responsible for contributing to a knowledge base, supporting user forums and customer training efforts. You must have the ability to multi-task and see issues through to resolution. You will serve as primary support liaison between the company and the customer. In this role, you will work closely with the Manager, Support Services, and be supported by a great team, in providing exceptional customer service and development support.

As a Support Analyst, you will provide application support and expertise to both our customers and internal resources. This will involve answering complex questions, contributing to our knowledge base, and serving as a support liaison between the company and our customers. Working closely with other Support team members and counterparts on the Research and Development team, you will investigate, manage, track, and close client support issues, specifically related to the database and function of the application(s) and escalations.

• Work directly or indirectly with customers to provide services and help resolve user issues. Includes delivering product training virtually and onsite.
• Investigate, manage, track, and close client support issues, including those related to database functionality and application behavior
• Assess a variety of software scenarios, reviewing software configuration, setup and existing documentation to identify the correct resolution or escalate according to departmental guidelines
• Report detailed information within the client tracking system and document processes and routines by following the defined guidelines and team goals and objectives
• Work closely with other team members, exchanging knowledge through training sessions and meetings, and producing documentation
• Create and conduct training for customers on functionality and best practices for products, including at user conferences
• Collaborate with customers and/or our product and engineering teams to document proposed enhancements and determine cause/resolution to software defects
• Review technical support related processes and documentation for continuous improvement

What we are looking for:

• 3+ years of experience in a Technical Customer Support role
• BS/BA degree in related business or technical field, or equivalent industry experience
• Exceptional customer service and a professional, friendly attitude
• Strong verbal and written communication skills, with a commitment to professionalism toward both clients and co-workers
• Excellent problem solving skills: Identification, solution, and execution
• Team player who is willing to share their knowledge and learn with the team
• Ability to review, prioritize, and respond to multiple client issues in a fast paced organization
• Proactive mindset with the ability to anticipate issues and initiate change
• Must possess professional and friendly attitude and be able to quickly develop a rapport with clients over the phone
• Teachable: Open and able to learn new processes, technologies, and products.

What would make you stand out:

• Exposure to local government property taxation software and or practices
• Previous experience with property assessment software or knowledge of the property assessment lifecycle.
• Experience with relational databases and reading / writing T-SQL
• Experience with the following: Microsoft applications and report query solutions

Salary range: $60,000 - $70,000 USD per year.