Software Support Analyst

Job Description

Title: Software Support Analyst Job Responsibilities: This position is responsible for providing customer support, administering customer support cases, monitoring application data and supporting customer training. Customer support, Issue Tracking and Resolution- • Provide customer support to clients over phone, email and web case submissions. • Enter case data into the system update and close cases as appropriate. Diagnose customer issues- • collect pertinent data on the issue. • Provide support for items where solution is known and close case. • For new problems, appropriately assign cases for resolution. • monitor all cases to ensure that resolution deadlines are being respected. • follow up with assignees as necessary to close cases. • Document all solutions and maintain a solution database. • Prepare monthly reporting on customer support activity. • Work with the customer support team to proactively evaluate and improve customer support. • Participate in next release design to create awareness of customer problems. Client Data Monitoring and Reporting • Monitor regular data upload from clients. • Ensure timely data submissions. • Observe data monitoring protocols. • Prepare scheduled client reports. • Assist with other client reporting as necessary. Technical Training • Ability to participate in QA / UAT, deployments, and configurations. Assist in preparation for on-site and web-based training. • Conduct training at client locations or via the web. • Ability to develop training materials on advanced topics preferred but not required. Skills and Experience Necessary • Excellent written and oral communications skills • Background in application and software support • Highly detailed oriented with strong technical aptitude • Strong skills with MS Office (Excel, PowerPoint, Word, Outlook) • Ability to learn new software applications. • Ability to multi-task and prioritize multiple assignments.