Technical Support Analyst II

CompIQ Solutions•Pasay City, MO

62d•Hybrid

About The Position

We are looking for technically inclined candidates with excellent interpersonal skills for a senior-level Technical Support position. The Technical Support Analyst II role troubleshoots and attempts to resolve more complex issues pertaining to the IQReview software, database, and the customer’s workflows providing timely customer feedback as front-line first responders for clients. Moreover, the Technical Support Analyst II communicates with customers directly as well as creates documentation requiring excellent written and verbal communication. This role is a senior role within the Technical Support team of the Company and requires extensive background and experience in problem-solving software related issues, including deep dive research into databases, all processes affecting the larger workflow, and sometimes source code and logic. This role will serve as mentor to junior level Technical Support Analysts. This position is not an infrastructure, networking, or security position.

Requirements

Transact SQL is required
3+ years of technical support experience of Software applications, preferably proprietary SaaS based platforms.
Knowledge of Relational Databases is expected.
Prior experience in software support, customer service, or a similar role.
The ability to take the initiative to find the root of the problem including asking the client and other teams.
The understanding that knowing nothing is the basis of discovery.
Attention to detail and good problem-solving skills.
Excellent interpersonal skills.
Good written and verbal communication.

Nice To Haves

Experience with Zendesk is preferred.

Responsibilities

Monitor, respond, and resolve trouble tickets according to SLAs and processes.
Troubleshoot technical issues with all aspects of end-user workflows.
Discover trends in reported issues or questions and handle according to procedure.
Diagnose and determine bugs for escalation to the Development Director.
Communicate with customers to quickly get to the root of their problem.
Provide timely and accurate customer feedback.
Follow up with clients to ensure the problem is resolved.
Support the roll-out of new applications and projects.
Create procedural documentation for Knowledge Base.
Manage multiple cases at one time.
Work with all company departments to solve or assist with issues across the board.
Escalate high priority concerns following procedure.
Continuous improvement for ticketing handling, processes, and procedures.