Senior Software Support Analyst
4 weeks ago
Who We Are
Catalis is a leading government Software as a Service (SaaS) and integrated payments provider, powering a wide range of government operations at the municipal, county, state, and federal levels. Our innovative solutions are designed to streamline processes, enhance efficiency, and improve the delivery of government services to the public. At Catalis, we are committed to leveraging technology to make government interactions simpler, faster, and more accessible
What you Will do
We are currently looking for naturally curious problem-solvers who are experienced in resolving complex issues and who are excited to work directly with customers to resolve their application questions and share knowledge of our Wisconsin based CAMA software product which is used by over 1,500 localities. The successful candidate will be a self-starter, tenacious in their follow-through, excellent in communication and creative in their problem-solving capacity.
In the Sr. Support Analyst role, you will be responsible for working directly with customers daily to understand, document and work with internal team members to resolve any issue or new feature they have within the software. You will work directly with teammates and management to identify the best resolution for each customer and provide excellent customer service.
Can be fully remote.
Responsibilities· Provide telephone and e-mail support for customers, providing resolutions to complex problems with in-depth technical support for customers, documenting thoroughly and communicating clearly with the customer and team
· Balance competing priorities and deliverables efficiently and effectively.
· Continually develop product expertise by reviewing functionality and utilizing company resources
· Maintain positive, professional relationships with both customers and teammates.
· Ability to learn both independently and through various training methods.
· Very limited travel may apply.
· Other duties may be assigned as necessary.
What you Will Need to Succeed
· 3+ years' experience in customer facing role and aptitude to learn and teach technical aspects of our software.
· Excellent verbal and written communication skills and the ability to work effectively with customers on technical and business issues.
· Basic understanding of SQL query writing or ability to learn.
· Computer skills using Windows operating systems.
· Familiar with hardware, software, and network environments.
· Naturally curious problem-solver with tenacious follow through.
· Associate degree or advanced training in Business, Computer Science or related field preferred.
· Knowledge of assessment services for state and local government, previous assessor experience preferred.
What we Offer· A dynamic and supportive work environment in a mission driven organization· Competitive salary and benefits package, including health, dental, vision insurance· Unlimited PTO (paid time off)· HSA and FSA options· 401(k) plan with matching contributions· Paid parental leave· ABLE matching contributions for the disability community· Employer paid short term and long-term disability insurance and group term life insurance· Financial and legal assistance through our EAP (Employee Assistance Program)· Opportunities for professional development and career advancement· The chance to make a significant impact on the delivery of government services and the lives of citizens.
EEO StatementWe are an equal opportunity employer and value diversity. We are committed to an inclusive environment for all. All candidates will be considered based on qualifications, merit, and business needs without regard to race, color, religion, national origin, age, non-qualifying mental or physical disability, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity or expression, veteran status, or any other characteristic protected by applicable law.
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