Software Support Analyst II

JOB TITLE: Software Support Analyst Tier II

DEPARTMENT: Public Sector

REPORTS TO: Support Services Director

JOB LOCATION: Blythewood, SC (Remote)

TRAVEL: 5-10% travel required

SUMMARY OF POSITION:

The valued candidate will be responsible for providing front-line technical support to clients for our proprietary software applications used in government system implementations.  The candidate must possess strong technical, troubleshooting and customer service skills. The candidate will work in a small team of other Support Analysts and will report to the team lead.

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


• Five (5) 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