Senior Software Support Analyst

Jenzabar

105d • $58,000 - $73,000

About The Position

The Senior Software Support Analyst is responsible for providing exceptional customer service. The associate will use their technical expertise in resolving client problems and communicate the appropriate resolution to the client. Service should be provided in an accurate, timely and professional manner. This position requires expertise in 5 or more modules in a specific product line, ability to operate on a task level. Should demonstrate the initiative to motivate the team, be a positive role model and provide excellent customer service.

Requirements

• Bachelor's Degree in Computer Science or related field.
• Working knowledge of appropriate operating systems.
• Knowledge of Transact SQL programming language/SQL Enterprise Manager or ISQL/Informix as related to assigned application.
• Strong desire to work in a support desk environment.
• A professional telephone manner is essential.

Nice To Haves

• In-depth knowledge of relational databases (Oracle, SQL Server, DB2) and SQL.
• Write SELECT statements with filtering and sorting.
• Describe how SQL Server uses data types.
• Write queries that use built-in functions.
• Write subqueries.
• Use set operators to combine query results.
• Write queries that use window ranking, offset, and aggregate functions.
• Operating systems (Windows, Linux), Networks.
• Application Servers.
• HTML, JavaScript.

Responsibilities

• Provide professional, courteous, and prompt technical support for assigned complex system level software products.
• Exercise judgment within broadly defined procedures in selecting methods, techniques, and evaluation criterion for obtaining results.
• Effectively manage customer escalations associated with complex problems.
• Act as liaison for the client in issues with the standard Jenzabar product in areas of assigned responsibility.
• Research and troubleshoot client reported issues with the standard Jenzabar product.
• Document issues and solutions in a complete, concise manner for use in internal/external knowledge base.
• Attend training/meetings on new features/enhancements to maintain high level of product knowledge.
• Continually increase product knowledge by reviewing documentation, knowledge base entries and hands-on experimentation.
• Work cooperatively with staff within the Client Support Services Department and other divisions of Jenzabar, Inc.
• Be a liaison between Support Services and Product Development.
• Complete other duties as assigned by respective Team Lead and/or Director of Client Support Services.

Benefits

• Medical Insurance
• Life Insurance
• Dental Insurance
• Vision Insurance
• PTO
• Paid Parental Leave
• Paid Holidays
• Short Term Disability
• Long Term Disability
• 401K
• Educational Assistance

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Bachelor's degree
• Number of Employees: 251-500 employees