Software Support Analyst
penlink•Lincoln, NE
•Onsite
About The Position
The Software Support Analyst is accountable for providing our clients with exceptional support in their mission of fighting wrongdoing. This position will be responsible for ensuring all support inquiries are researched, resolved, and documented with speed and accuracy.
Requirements
- Competent with Windows OS and Microsoft Office Suite.
- 1+ year of customer service or related experience.
- Ability to quickly learn new applications and workflows.
Nice To Haves
- Prior experience in the tech industry preferred.
- Oracle or SQL experience is a plus.
Responsibilities
- Providing exceptional service to our Law Enforcement clients via phone and email.
- Documenting all client interactions within our CRM system, including communications (phone or email), reported issues, questions, feature suggestions, and task requests.
- Serving as a front-line representative of Penlink for on-demand assistance to clients.
- Troubleshooting issues within the software/OS using a mixture of existing documentation and logical thought processes.
- Determining when it is necessary to escalate support tickets via predefined team escalation procedures.
- Collaborating with other teams to drive solutions, including Development, Product Management, Sales, and Marketing.
- Managing expectations while encouraging positive sentiment toward Penlink products and services.
- Adhering to team and company processes.
- Utilizing team and company systems.
- Other duties as assigned.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
