Primary responsibilities are to assist our customer users with questions and issues pertaining to the technical aspect of our software product. This includes resolving PrismHR product software support requests, troubleshooting PrismHR product software issues, replicating scenarios for developers to address, in-house testing of software, reading Unidata and Javascript code, and making data edits. Occasionally train customers on components of the system. 

SPECIFIC DUTIES and RESPONSIBILITIES: 

• Monitors the technical support queue 

• Interact with clients via phone, email, or ticket system to provide information in response to inquiries or gather information to clarify the issue 

• Resolve issues after evaluating code and analyzing the symptoms

• Identify and escalate application defects and priority issues 

• Offer alternative and creative solutions to software issues/questions where appropriate to prevent disruption in client activities 

• Maintains client confidence and protects operations by keeping client and client’s employee information confidential 

• Makes customers and their needs a primary focus of one’s actions; developing and sustaining productive customer relationships 

• Stay current with system information, changes/updates and new releases 

• Assist the QA department in product testing 

• Contribute to written documentation (Knowledge Base) 

• Provide occasional training for internal employees and externally for clients 

• Recognize and report billable instances 

• Participate in group meetings to collaborate on issues

• Sets work priorities based on client needs and age of cases

• Sets up and terminates new system users

• Engages in continuous learning

ESSENTIAL SKILLS and EXPERIENCE: 

• Associate’s degree with a major/minor in Management Information Systems or Computer Science and or equivalent experience preferred 

• Strong experience as a Technical Support, Help Desk Analyst supporting typical corporate software/hardware

• 3+ years of Database Application Coding skills

• Ability to understand basic payroll concepts 

• Demonstrated excellent problem solving/troubleshooting/phone listening skills

• Ability to effectively communicate (verbal and written) and present information clearly to both technical and non-technical audiences

• Deals effectively with others in antagonistic situations, using appropriate interpersonal styles and methods to reduce tension or conflict

• Ability to work independently with exceptional attention to detail

• Problem-solving attitude with a drive to get things done quickly and accurately

DESIRED SKILLS and EXPERIENCE: 

• Familiarity with Unidata programming, including Query Writing

• Familiarity with Unidata server installation, configuration, maintenance and troubleshooting 

• Web development in Angular, Node, or original JavaScript

• Experience with Microsoft Server Administration

• Experience with UNIX Server Administration

• General Networking Experience

• Citrix Administration Experience

• Java Application Server Experience

• Tomcat Experience

• Print Server Administration