Software Support Analyst I

JOB TITLE: Software Support Analyst I

FLSA STATUS: Non-Exempt

REPORTS TO: Team Lead

JOB LOCATION: Sulphur Springs, TX

TRAVEL: 5-10% travel required

ESSENTIAL DUTIES & RESPONSIBILITIES:

• Provide front-line technical support for our proprietary software applications via phone, email and remote access in a timely manner to external clients.


• Build and maintain effective relationships with team members, management, in-house software developers and clients.


• Identify, troubleshoot and resolve application issues.


• Communicate and escalate issues that cannot be resolved to the appropriate team member(s).


• Document all reported issues and task details; analyze gathered data.


• Deploy and provide training on software applications to new clients and new versions to current clients.

MINIMUM QUALIFICATIONS (EDUCATION AND EXPERIENCE): 

• High school diploma or equivalent


• Two (2) years related experience


• Must have a proficient understanding of computer and technical concepts


• Must have strong troubleshooting skills


• Must have strong verbal and written communication skills


• Ability to prioritize workload and manage multiple responsibilities effectively