Technical/Application Support Analyst
1 month ago
Technical Support Analyst
The 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.
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 preferred
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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