Software Support Analyst

You'll be part of an Application Support team responsible for troubleshooting issues, training users and software deployments. 

The primary responsibility of this role is to manage Service Requests though their lifecycle.

This could involve configuring, developing and / or supporting requested client-specific functionality

The Job

We are looking for a highly motivated individual with the ability to build rapport and convey technical information in a logical manner to our clients.

You will be one of the first points of contact to our customers.

Reporting to the Support Team Leader, you will support our clients who will be using our software and service solutions.

You will be responsible for answering in-bound client calls as well as responding to incoming email and other related correspondence.

Your responsibilities will include level 1-2 support for the client for anything from resetting a password to setting up their account and environment.

You will be responsible for maintaining an excellent customer service focus by managing customer expectations and resolving or troubleshooting reported issues.

You will work closely with the development and testing teams to troubleshoot issues and suggest improvements.