Application Support Analyst (Remote Position)

at  OMNIGO SOFTWARE LLC

POSITION SUMMARY DESCRIPTION

The Application Support Analyst is a customer facing role that serves our clients when they experience challenges with a variety of technical issues. The ideal candidate is a motivated self-learner who has a genuine passion and enthusiasm for technology and gaining a depth of knowledge of our products while helping our customers resolve complex issues. You will have the opportunity to answer application questions, manage requests for custom reports and other technical solutions, all the while providing exemplary customer service.

REQUIREMENTS

• High school diploma
• Demonstrated customer focus
• Technical capacity
• Prior experience with client desktop support a must
• Ability to analyze and solve problems
• Strong understanding of MS Windows Desktop and Server operating systems along with TCP/IP, routing, switching, firewalls, DNS and DHCP
• Positive and friendly demeanor

• Works directly with customers to resolve moderately complex application issues, services, and assists with updates and maintenance.
• Uses discretion to effect timely solution of problems in order to ensure customer satisfaction, eliminate downtime and prevent cost overruns.
• Field or escalate inbound inquiries.
• Collects detailed information to categorize request in order to determine method of resolution.
• Exercises sound professional judgment in analysis of problem in order to: (1) attempt hardware/software solution by phone, or (2) decide proper level of maintenance required to solve problem.
• Respond to questions regarding hardware requirements and basic software configuration including engaging basic features, permissions, configurations and functionality
• Provides continuous status update communication with customers on outstanding issues
• Participates in after-hours on-call rotation.