Software Support Analyst

INIT Innovations in Transportation • Chesapeake, VA

6d • Onsite

About The Position

Serve as primary client contact in regard to incoming support requests. Answers calls to the Customer Support Desk and accurately captures information on all service requests. Manage and resolve incoming customer support requests that may consist of application questions or problems in the area product functionality, troubleshooting, and bugs/enhancements. Solves problems independently using experience and troubleshooting procedures. Attempts to resolve majority of end user technical issues without need for further escalation or call routing. Escalate support request to internal teams as required. Follow through to obtain status updates. Facilitate issue resolution by being a liaison between our Customers and Internal Teams. Communicate status of support requests in a timely manner to our Customers and internal parties as needed. Keep up to date on the latest technology around our integrated products. Continue to increase individual skills which aid in the support of our products. Shares knowledge and experience with other team members to supplement collective knowledge base. Prepares process and procedure documentation, as needed, and participates in periodic process and procedure reviews to ensure that materials are regularly updated.

Requirements

• Bachelor’s degree in related field, or equivalent experience or Associates degree in related field with 2+ years’ experience.
• Excellent verbal and written communication skills.
• Independent problem solver able to trouble shoot and communicate technical software related information to diverse audiences.
• High energy and a high degree of flexibility to adapt to challenges.
• Confidence in public speaking.
• Must be able to work in rotating 24/7 shifts, including holidays.

Responsibilities

• Serve as primary client contact in regard to incoming support requests.
• Answer calls to the Customer Support Desk and accurately capture information on all service requests.
• Manage and resolve incoming customer support requests that may consist of application questions or problems in the area product functionality, troubleshooting, and bugs/enhancements.
• Solve problems independently using experience and troubleshooting procedures.
• Attempt to resolve majority of end user technical issues without need for further escalation or call routing.
• Escalate support requests to internal teams as required.
• Follow through to obtain status updates.
• Facilitate issue resolution by being a liaison between our Customers and Internal Teams.
• Communicate status of support requests in a timely manner to our Customers and internal parties as needed.
• Keep up to date on the latest technology around our integrated products.
• Continue to increase individual skills which aid in the support of our products.
• Share knowledge and experience with other team members to supplement collective knowledge base.
• Prepare process and procedure documentation, as needed, and participate in periodic process and procedure reviews to ensure that materials are regularly updated.

Benefits

• Challenging tasks and responsibilities in a successful team with a pleasant working atmosphere and the opportunity for personal and professional growth.
• Generous vacation package
• 401K
• Medical insurance
• Dental insurance
• Disability insurance
• Life insurance

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree