Software Support Analyst Job Description Template
Our company is looking for a Software Support Analyst to join our team.
Responsibilities:
- Assist in researching and interpreting school business and payroll legislation;
- Communicate and document communications with customers regarding their open tickets;
- Provide excellent customer service and technical assistance to customers via phone, email, chat, and web conference;
- Document, track and monitor support requests to provide prompt, accurate solutions to all customer requests and inquiries;
- Identify, research and resolve technical and non-technical issues quickly and efficiently;
- Identify and analyze issue trends;
- Accurately document steps to reproduce software bugs and then escalate to xTuple development team;
- Solving non-routine and complex software problems.
Requirements:
- Eager to work as part of a team to resolve customer issues;
- Capacity for handling numerous priorities and maintaining knowledge of multiple products and their features;
- Bachelor degree in Business Administration or equivalent experience preferred;
- Ability to learn xTuple ERP product as well as new technologies and platforms;
- Experience with remote desktop control solutions (WebEx, Zoom, LogMeIn, etc.);
- Ability to understand complex mathematical calculations;
- Experience with SQL is a plus;
- Adeptness for problem solving, troubleshooting, analysis and testing;
- Understanding of relational databases;
- Programming skill with one or more programming languages such as C, C++, C#, .Net, Java, JavaScript, HTML, XML and/or;
- provide insights that will be used to improve existing solutions and plan those of our next generation;
- Excellent written and verbal communication skills;
- Working knowledge of CRM software systems;
- 3 + years working in a software environment;
- Highly analytic with strong problem-solving and creative thinking skills.