Technical Client Support Analyst

What you get to do everyday:

• Provide professional support to clients at large enterprises by handling and assessing inbound requests, internal checks, and automated alerts 
• Demonstrates strong communication skills by effectively articulating ideas, actively listening, and maintaining professional and clear interactions with team members, clients, and stakeholders
• Research issues involving application integration points, data integrity, connectivity failures, and application or system failures
• Report details on issues to developers and manage communications with clients as issues are worked on and resolved
• Client Excellence - Maximize client satisfaction by providing excellent customer service and maintaining Service Level Agreements  
• Review and react to client support and operational issues, assisting the team with initial triage, understanding of client implementations, and resolution of problems
• Assists with classification and prioritization of issues
• Execute case/ticket service requests requiring code and / or configuration updates
• Achieve productivity related targets including support processed tickets, average response time, average time to close, time tracking
• Manage communications with clients throughout the life of a request and coordinate with developers and others to address issues
• Lead weekly case review with key clients
• Participate in client meetings both on and off site as directed by their Team Leader
• Conduct internal reporting on Key Performance Indicators (KPIs) for cases under management  
• Coordinate with various internal teams as necessary, including Product Development, Network Services, Service Delivery, Sales, and Marketing teams
• Provide on-call after-hours support on a rotating basis
• Develop and document new troubleshooting procedures as necessary
• Build and maintain knowledge of supported products and implementations
• Perform configuration and code changes on existing applications to meet customer needs
• Provide timely responses by phone, notes and/or email to clients for   case/ticket/telephone inquiries
• Participate in client training on product/service features and functionality
• Escalate complex issues to other Teams as needed to ensure problems reach a resolution quickly
• Monitoring of systems 
• Work on special projects as required

What kind of person should you be?

• Excellent verbal and written communications skills
• Ability to explain technical issues to those unfamiliar with the subject via email, telephone, and in person in a professional manner
• Ability to collaborate with fellow team members and teams across the organization
• Strong technical and problem-solving skills to support understanding of enterprise software solutions, enterprise architecture, and troubleshooting of problems
• Strong work ethic and dedication to providing 100% client satisfaction
• An interest in creating and tinkering with technology
• Familiarity with cloud/virtualized environments (such as AWS, Azure, Digital Ocean, or Google App Engine), relational databases, SQL queries, basic syntax, and C# or Java code is preferred
• Experience with reporting from enterprise applications and data warehouses is preferred
• Basic Linux command line skills are preferred
• Ability to create and edit HTML and embedded CSS, particularly for use in emails, is preferred
• Successful candidates must be able to demonstrate their experience designing and implementing information access solutions on Windows OS using the following tools: Visual Basic, C++, SQL Server, Access, ASP, ASP.Net, C#, JavaScript, HTML and CSS OR the ability to create and run SQL queries, make minor changes to Java code, and create or modify HTML documents

What skills do you need?

• 0-1 year of experience in Customer Service, software/IT support, or as a skilled user of enterprise software
• Demonstrated aptitude for troubleshooting technical problems
• A general understanding of servers, networks, enterprise software, and data integration between enterprise applications
• Experience with enterprise software in a support or advanced business user role is strongly preferred
•  Associate’s degree or work experience demonstrating professional communication and inter-office skills
• Diploma or Degree in Computer Information Systems or related program is preferred