Software Support Analyst

Innovative Systems•Pittsburgh, PA

7d•Hybrid

About The Position

Innovative Systems, Inc. is seeking a talented Software Support Analyst to join their Customer Success team. This role will support clients using their anti-terrorism/anti-money laundering software, FinScan®, in the Americas and potentially globally. The position involves combining analytical, technical, language, and people skills to assist customers and collaborate with developers and implementation consultants. Responsibilities include troubleshooting software and system functionality, integrations, and product features, creating SQL scripts, and providing customer insights for product development. The role offers opportunities to learn cloud operations with Azure and scripting languages, perform product installations, contribute to knowledge base documentation, and develop training materials. This position provides a pathway for career advancement within the company.

Requirements

Bachelor’s degree in a STEM concentration such as computer science, information systems, engineering, mathematics, science, or other related concentration.
Programming skill with one or more programming languages such as C, C++, C#, .Net, Java, JavaScript, HTML, XML and/or Experience with SQL databases and SQL programming language.
Highly analytic with strong problem-solving and creative thinking skills.
Willingness to be on call after hours in customer support rotation (very minimal).
Excellent verbal and written communication skills.

Nice To Haves

Prior experience in a customer or technical support role.
Using SQL in a work environment.
Knowledge of Azure or cloud providers/operations.
Knowledge of regulatory risk and compliance.
Ability to fluently read, write and speak other languages such as: Spanish, French, German or others.

Responsibilities

Support clients utilizing anti-terrorism/anti-money laundering software.
Combine analytical, technical, language, and people skills to keep customers happy.
Assist developers and implementation consultants with projects requiring strong technical acumen.
Provide superior assistance and resolution to customer inquiries via email or phone.
Analyze, investigate, and trouble-shoot software and system functionality, integrations, product feature-function, and adoption issues.
Create and develop SQL scripts and other custom software processes.
Collaborate with other teams and departments for quicker issue identification and resolution.
Provide customer insights to aid in the development of bug fixes, new product functionality, and features.
Learn and work with the cloud operations team, gaining hands-on experience with Azure and scripting languages.
Perform simple product installations.
Write knowledge-base documentation.
Assist with the expansion of the self-service portal.
Help develop top-notch training modules and videos.
Provide insights to improve existing solutions and plan next-generation products.
Advance into the cloud operations team.