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Technical Support Analyst
2 months ago
The Technical Support Analyst will provide level 3 technical support to Clinical and Non-Clinical groups using TeamSupport. This includes troubleshooting application issues, replicating issues in non-Production environments and working across multiple business units providing updates of open issues. This role will also set up, maintain, and resolve issues around sales demo environments (US and Canada) as well as training environments when they go on AWS. This position requires a strong functional PM or Business Analyst type position (75%), but also good technical skills (MYSQL/Oracle/Unix).
Qualifications Expected for Position
At least 5 years of experience delivering support services to internal business end users in English speaking countries.At least 5 years of experience in working with internal IT teams.Experience working with ticketing tools and ticket queues.Ability to explain complex technical concepts in lay language.Ability to quickly come up to speed on end-user applications and support tools.Good written and Verbal communication in English. Experience communicating in writing with business users preferred.Responsible, diligent, polite, and patient. Capable of working under pressure and deliver based on tight deadlines.Ability to communicate advance technical details to both technical and non-technical persons.Ability to cover multiple, overlapping complex projects; well organized and adaptable to changing demands.Excellence in written and verbal communication Must be able to support others on the technical support team outside of standard working hours as required.Essential Duties and Responsibilities
Partner with Level 1 Support to manage, troubleshoot, and resolve complex product or performance issues with the platform.Provide Tier 3 expertise on application related product issuesField incoming problem tickets from end users to resolve application issues, and assign to the appropriate development teams.Work internally with IT teams to make sure all demo sites/application are up to date and accessible. Add/remove/ change data from/in sales demo applications and TeamSupport as neededUpdate training materials and process documentation based on support dataProvide guidance (beyond initial training) to individual users to prep them for workflow demosDocument all pertinent end user that is pertinent to the issue.Prioritize, schedule, and administer all instances where enhancements and defect resolution are required.Record, track, and document the problem-solving resolution, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.Communicate application problems and issues to key stakeholders, including management, development teams, end users, and unit leaders. Know when to escalate high priority issues.Test fixes and perform post-resolution follow-ups to ensure problems have been adequately resolved.Coordinate with department heads any critical issues that require immediate attention.Participate in the design, development, and delivery of business applications training to the business users.Manage and/or provide guidance to junior members of the team.- **Only those lawfully authorized to work in the designated country associated with the position will be considered.**
- **Please note that all Position start dates and duration are estimates and may be reduced or lengthened based upon a client’s business needs and requirements.**
Benefits:
For information and details on employment benefits offered with this position, please visit here. Should you have any questions/concerns, please contact our HR Department via our secure website.
California Pay Equity:
For information and details on pay equity laws in California, please visit the State of California Department of Industrial Relations' website here.
Rose International is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender (expression or identity), national origin, arrest and conviction records, disability, veteran status or any other characteristic protected by law. Positions located in San Francisco and Los Angeles, California will be administered in accordance with their respective Fair Chance Ordinances.
If you need assistance in completing this application, or during any phase of the application, interview, hiring, or employment process, whether due to a disability or otherwise, please contact our HR Department.
Rose International has an official agreement (ID #132522), effective June 30, 2008, with the U.S. Department of Homeland Security, U.S. Citizenship and Immigration Services, Employment Verification Program (E-Verify). (Posting required by OCGA 13/10-91.).
