Support Analyst

at  TempWorks Software

JOB SUMMARY:

At TempWorks, the Support Analyst is responsible for providing support to end users of a proprietary Microsoft SQL Server-based software package on a wide variety of issues. The Support Analyst identifies, researches, and resolves software related issues. The Support Analyst also responds to telephone calls, emails, and internal requests for software support. The Support Analyst documents, tracks, and monitors the problem to ensure a timely resolution.

REQUIRED SKILLS AND ABILITIES:

• Excellent verbal and written communication skills
• Excellent interpersonal and customer service skills
• Proficient in Microsoft Office Suite or related software
• Excellent organization skills and attention to detail
• Basic understanding of Software procedures and systems such as SQL
• Ability to work independently

EDUCATION AND EXPERIENCE:

• Associates degree or higher preferred
• 1 or more years of customer service experience
• Experience with Microsoft SQL Server Management Studio (SSMS), Microsoft SQL Server Reporting Services (SSRS), Transact-SQL (T-SQL)
• Ability to be self-taught in a variety of software applications and languages
• Ability to absorb and retain information quickly
• Team player with goal-oriented personality
• Ability to work with non-technical end users on first level support issues

PHYSICAL REQUIREMENTS:

• Prolonged periods sitting at desk and working on a computer
• Must be able to lift up to 10 pounds at times

• Create and maintain positive customer relationships
• Utilize proprietary, web-based help desk software to track and resolve software problems and requests
• Communicate professionally and effectively with customers at all levels. Explain technical details in a plain, clear, and simple manner
• Troubleshoot and analyze incoming customer calls related to both enterprise and hosted software solutions, utilizing Microsoft SQL Server Management Studio and SQL Server Profiler
• Analyze and test software to determine the type of problems the customer is encountering which could include software bugs, client set up, corrupted data, user error, etc.
• Required to be on-call for support issues during non-business hours on a rotating basis
• Willingness to learn new technologies as they become available
• Assist in the development of online FAQs and knowledge base
• Learning and understanding of all aspects of the TempWorks products, including the core enterprise system, Web Center, and other ancillary product lines
• Report all billable hours and expenses
• Performs other related duties as assigned