Support Analyst

1 month ago

Eagan, United States Lucas James Talent Partners Full time

Intro:

TempWorks Software, an industry-leader in integrated front and back office software solutions for staffing agencies is seeking a Support Analyst to join our technical support team. As a fast-paced company, TempWorks Software offers entry to mid-level applicants a great opportunity to gain experience with Microsoft SQL Server, customer service, and advanced troubleshooting.

Position Summary:

Provides support to end users of a proprietary Microsoft SQL Server-based software package on a wide variety of issues. Identifies, researches, and resolves software related issues. Responds to telephone calls, email and internal requests for software support. Documents, tracks, and monitors the problem to ensure a timely resolution.

Position Responsibilities

· Create and maintain positive customer relationships

· Utilize proprietary, web-based help desk software to track and resolve software problems and requests

· Excellent communication skills both written and oral, interpersonal, organizational skills, and problem solving ability to work with non-technical end users on first level support issues

· Communicate professionally and effectively with customers at all levels. Explain technical details in a plain, clear and simple manner

· Ability to absorb and retain information quickly

· High level of attention to detail and self-motivation

· Team Player with goal-oriented personality

· Troubleshoot and analyze incoming customer calls related to both enterprise and hosted software solutions, utilizing Microsoft SQL Server Management Studio and SQL Server Profiler

· Analyze/test software to determine the type of problems the customer is encountering which could include software bugs, client set up, corrupted data, user error, etc.

· Required to be on-call for support issues during non-business hours on a rotating basis

· Willingness to learn new technologies as they become available

· Assist in the development of online FAQs and knowledge base

  • Learning and understanding all aspects of the TempWorks products including the core enterprise system, Web Center, and other ancillary product lines
  • Report all billable hours and expenses
  • Willingness to take on special projects as assigned

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