Software Support Analyst

6 days ago


Bloomington, 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. Has knowledge of commonly-used concepts, practices, and procedures in the staffing industry and accounting areas.


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


Job Requirements

  • Associates or Bachelor’s Degree in Computer Science, Information Systems/Management, or Business Management is preferred
  • Experience with Microsoft SQL Server Management Studio (SSMS), Microsoft SQL Server Reporting Services (SSRS), Transact-SQL (T-SQL)
  • Ability to be self-taught in a variety of software applications and languages
  • 1-2 years of customer service experience


TempWorks Software offers a comprehensive benefits package and provides eligible employees with an opportunity to enroll in various benefit programs, subject to applicable waiting periods. This includes the following:

  • Paid Time Off
  • Holiday Pay
  • Volunteer Time Off
  • Medical Insurance
  • Health Savings Account with Employer Contribution
  • Dental Insurance
  • Vision Insurance
  • 401(k) with Employer Match
  • Life Insurance and AD&D
  • Short-Term and Long-Term Disability Insurance
  • Paid and Unpaid Leave of Absences



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