Software Support Analyst

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 annal 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