Software Support Analyst I

3 weeks ago

Nashville, United States i3-Milestone Full time

Job Title Software Support Analyst I Department Enterprise Solutions Reports To Support Manager Location Remote U.S. based Travel >10% Shift Afternoon/evening shift (12pm-9pm) Summary of Position A Software Support Analyst I acts as the first point of contact for issues reported by the customer. They are responsible for troubleshooting and resolving support issues with customers and third parties in a timely and professional manner with a deep commitment to excellent customer satisfaction. Essential Duties & Responsibilities Answers the helpdesk phone line and email inbox to assist users with software support requests. Effectively communicates with customers and third parties daily to resolve issues in a timely manner. Tracks all activity related to each issue and documents progress daily. Follows proper escalation procedure to engage secondary support when necessary. Works toward continually gaining extensive knowledge of supported products. Occasional training of end-users on filing process. Minimum Qualifications High school diploma/some college coursework 2+ years of real helpdesk experience Experience in the legal field is a plus Good oral and written communication abilities Interpret support requests and quickly identify the resolution Strong Windows background and experience Excellent analytical and problem-solving skills Strong ability to operate in a close team environment Strong typing skills: 60+ wpm Experience working remotely in a technical role Not currently recruiting from California, Colorado, Connecticut, Maryland, Nevada, New Jersey, Ohio, Rhode Island, Washington, or New York Seniority level Entry level Employment type Full-time Job Function Engineering and Information Technology Industries Utilities Salary $50,040.00 $58,720.00 #J-18808-Ljbffr

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