Technical/Application Support Analyst

5 days ago

Cincinnati, United States Qual IT Resources Full time

The Application/Technical Support Analyst (TSA) is a core role in the Customer Success & Support department. This individual is a member of the Support Team which investigates, and resolves reported client issues and builds strong client relationships that positively promotes the organization.


This individual will be responsible for providing technical support for a wide range of products to our customers, escalating customer inquiries effectively, collecting customer feedback, and sharing customer feedback with other internal groups. You must have experience working in a legal firm


This is a hybrid position: Presence at the office in Cincinnati, Ohio, as required.

The Technical Support Analyst reports to the Technical Support Manager.

You must be a US Citizen or Green Card holder for this opportunity


Accountability & Responsibilities


  • Provide post-sales support for iManage software products, and RBRO software products to clients
  • Serve as a subject matter expert for broad and complex technical issues, providing first call resolution through phone and email support channels
  • Troubleshoot, analyze, reproduce, and resolve issues quickly, escalating as appropriate.
  • Log all cases and case activity in the case management system
  • Develop a strong working knowledge of the organization’s software and processes.
  • Provide “on call” support on a rotating basis
  • Identify opportunities to improve or automate repetitive tasks
  • Assist the organization to better serve our clients by using your knowledge and insight of our clients’ requirements and needs

Perform various other duties as assigned


ABOUT THE CANDIDATE


Qualifications & Experience


Post-secondary education in Information Technology, Computer Science or another relevant field

Over 3 years of experience directly resolving technical issues via e-mail and telephone

Comprehensive understanding of Windows OS environments

Strong understanding of SQL Server administration or scripting

Strong general understanding of computer systems, mobile devices and other technologies

Functional understanding of change and release management

Experience with remote desktop applications and screen-share software (eg. MS Teams)

Experience with providing step-by-step technical help, both written and verbal

Additional certification in iManage Work, and Microsoft technologies such as Windows, Azure, or similar technologies is preferred

Experience with the legal industry is a must

Experience with accounting software is preferred

Personal Traits

Logical analyst with good attention to detail and strong technical skills and expertise

Enthusiastic and independent contributor with good planning and time management ability

Excellent verbal and written communicator with effective interpersonal skills

Dedicated advocate who keeps customers as a top priority when making all business decisions

Innovative problem solver who works well under pressure

Passionate technical learner keen to experiment with and adopt new methods


Lominger Competencies:

Functional/Technical Skills (24)

Customer Focus (15)

Problem Solving (51)

Time Management (62)

Written Communication (67)

Technical Learning (61)

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