Database Support Analyst

at  Dexis

JOB DESCRIPTION:

The primary function of this position is to support and perform complex database services related to DEXIS products, by answering customer questions or resolving issues in a support center environment. This role serves as a mentor for other Tech Support team members, handles customer escalations, and executes technical projects.

JOB REQUIREMENTS:

The Database Support Analyst must have excellent verbal and written communication skills, be a self-starter, self-sufficient, independent thinker, and enthusiastic. The candidate must have strong interpersonal phone and email skills and be customer-focused while resolving and troubleshooting customer issues. They must be able to support and perform complex technical duties related to DEXIS products, by answering customer questions or resolving issues in a support center environment. This role mentors other Tech Support team members handles customer escalations and executes technical projects.

• Troubleshoot basic and advanced software/hardware issues with internal and external customers via phone, email, chat, and remote control/assist software.
• Answer technical and how to use inquiries.
• Document customer interaction notes and complaints in appropriate systems.
• Own the customer issue to resolution, escalating when appropriate.
• Provide fast response and maintain a high level of professionalism at all times.
• Provide escalation case reporting to management.
• Mentor and support Tech Support team members.
• Manage escalations based on assigned territory.
• Build and maintain knowledge base.
• Assist with technical projects, such as conversions and renumberings.
• Assist with other duties or projects, as assigned.
• Timely and successful completion of all corporate compliance courses.