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Software Support Analyst

4 months ago

Atlanta, Georgia, United States Motion Recruitment Full time

Software Support Analyst - 100% Remote

Global FinTech giant seeking a Software Support Analyst to provide direct client support of proprietary payment technology. This is a short term contract role for 3-4 months.

Support Analysts are established subject matter experts in the functional and technical support of specific software modules in enterprise level platform. They help our clients resolve software application issues using a wide array of troubleshooting tools and also by partnering with internal teams in a highly collaborative environment to provide a high level of client satisfaction.

Day-to-Day Responsibilities:

  • Assist customers software support questions, data center changes and other activities related to their use of an enterprise payment system.
  • Develop an expert level understanding of an established set of software products
  • Respond to client inquiries through e-mail and telephone.
  • Diagnose and resolve issues using prescribed troubleshooting techniques
  • Manage a queue of client issues, ensuring issues are thoroughly identified, categorized and documented; clients are updated regularly; problem escalation occurs as needed; and case closure is fully documented.
  • Focus is on customer satisfaction and customer response time
  • Work closely with business and technical resources across the organization to resolve client issues.
  • Support clients through regular code releases and service packs
    You might be a fit if you have:
    • 3+ years experience in a direct client-facing role supporting enterprise level software
    • Experience supporting applications and or hardware via telephone and email
    • Experience researching client issues using log files to analyze and develop solutions
    • Experience with Google Suite
    • Payments industry or higher education industry experience
    • Bachelor's degree
      Any fluency in Spanish is a big plus Must be open to 8am to 5pm CST. This is a short term contract through October. Please send your resume along with your mirroring LinkedIn profile today to begin discussions about this awesome opportunity