Technical Support Analyst I

GEOGRAPHIC SOLUTIONS INC•Palm Harbor, FL

just now•Hybrid

About The Position

Job Summary: The Technical Support Analyst I is part of a high-paced customer-facing team which supports Geographic Solutions’ Virtual OneStop® application. The position requires strong troubleshooting, analytical skills, and can work under high pressure as part of a team or alone. Under supervision, carries out the procedures to ensure timely and accurate resolution for clients. Responsible for providing as the primary interface with our clients and to assist them with defining problems they might experience in the company’s web-based applications. Once a problem is identified, ensure the problem description is properly documented in the company’s ticketing system and assigned to the correct team for resolution. THIS IS CURRENTLY A HYBRID POSITION. CANDIDATE MUST WILLING TO WORK AT THE CORPORATE OFFICE IN PALM HARBOR, FL. MINIMUM OF 2 DAYS A WEEK.

Requirements

Proficient in functionality of assigned projects and PC skills
Ability to use analytical skills to research and document issues
Ability to seek appropriate resources or mentors on projects
Ability to re-create client issues and document test paths
Excellent written and verbal communication skills, which are used with team members and clients in the form of phone calls, formal training, and mentoring
Work with DBAs, Developers, SCM, SQA and System Administration for issue documentation and resolution
Associate degree
1 to 2 years or more experience in a client facing call center, help desk or technical support environment or equivalent consulting experience or equivalent combination of education and experience
Testing methodologies and theory
Microsoft SQL server understanding
Windows Operating Systems understanding
PC hardware configuration understanding
Microsoft Office proficiency
Reliable Transportation
Physical requirements of the job may include but are not limited to: Ability to lift 50lbs, sit or stand for long periods of time, stay awake during evening and night shifts.

Responsibilities

Monitor real-time error logging for Production level systems. (Orion, Auto error, Dynatrace, SQL Jobs, …)
Process Online Project Communication (OPC) tickets
Answer inbound calls from customers
Troubleshoot issues with the company’s web-based application.
Provides excellent customer service, including excellent communications, and responsive follow-through.
Prioritize issues of varying severity and manage the resolution of all issues within the accepted service levels.
Collaborating with peers to resolve client issues
Analyzing technical trends and providing feedback to their Team Lead
Adhere to company policies and procedures
Conduct to reflect a professional attitude and actions
Willing to do shift work as required
Other duties and special projects as assigned