Software Support Analyst
About The Position
The Software Support Analyst joins the Customer Support Team and assists end users with resolving technical and functional service requests. This self-starting, detail-oriented role communicates with customers, analyzes problems, and follows them through to resolution, while contributing to other aspects of the team. The analyst serves as a primary client contact, handles incoming support requests, and resolves issues involving INIT proprietary software and Windows server environments. The position also includes on-site system reviews, keeping current on technology related to integrated products, developing product-support skills, sharing knowledge with teammates, and preparing and reviewing process documentation.
Requirements
- Bachelor's degree in a related field, or equivalent experience; alternatively, an associate degree in a related field and at least 2 years of experience.
- Must be able to work rotating on-call shifts, including nights, weekends, and holidays.
- Working experience with Windows/Linux terminals.
- Excellent verbal and written communication skills.
- Ability to troubleshoot and communicate technical software information to diverse audiences.
- Ability to work independently as a problem solver.
- High energy and flexibility to adapt to challenges.
- Confidence in public speaking.
Nice To Haves
- Experience with ServiceNow and Jira.
- ITIL certification.
- Experience with Java-based software.
- Knowledge of Oracle databases and SQL.
Responsibilities
- Serve as the primary client contact for incoming support requests.
- Answer Customer Support Desk calls and accurately capture information about service requests.
- Manage and resolve customer support requests, including advanced technical issues involving INIT proprietary software and Windows server environments.
- Troubleshoot independently using experience and established procedures, resolving most end-user technical issues without escalation or call routing.
- Coordinate with internal teams as needed to manage customer support requests.
- Communicate support-request status promptly to customers and internal parties, including through meetings.
- Conduct on-site system reviews, including in-person troubleshooting.
- Keep up to date on technology related to integrated products and continue developing skills that support the products.
- Share knowledge and experience with team members to strengthen the collective knowledge base.
- Prepare process and procedure documentation as needed and participate in periodic reviews to keep materials updated.
Benefits
- Competitive paid time off, starting with 15 vacation days and increasing with tenure, plus 11 paid holidays, a personal day, and a community service day.
- Six paid sick days annually.
- Paid parental leave.
- 100% employer-paid health and dental insurance for employees, with contributions toward dependent coverage.
- 401(k) with company match, currently dollar-for-dollar up to 5% of salary.
- Company-paid life insurance and short-term and long-term disability insurance.
- Flexible Spending Accounts for medical, dependent care, and limited FSA options, with employer contributions for eligible medical plans.
- Annual benefit allowance for optional employee benefits.
- Continuing education assistance and professional development support.
- Optional accident insurance, legal services, identity theft protection, adoption assistance, education assistance, and student loan repayment assistance.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
