Software Support Analyst I

i3 Verticals • Piney Flats, TN

1d • Onsite

About The Position

This role is for a Software Support Analyst I in the Public Sector department, reporting to the Director of Support. The position is located in Piney Flats, TN, with 0-15% travel required. The primary responsibility is to provide front-line technical support for proprietary software applications to external clients via phone, email, and remote access. This includes building and maintaining relationships with team members, management, developers, and clients, as well as identifying, troubleshooting, and resolving application issues. Issues that cannot be resolved will be escalated to the appropriate team members. The role also involves documenting reported issues and task details, analyzing gathered data, and deploying and training clients on software applications and new versions.

Requirements

• 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
• Available to work in the Piney Flats office

Nice To Haves

• Knowledge of SQL is a plus, but not a requirement
• Associate’s degree or higher from a college or university is preferred

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.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED