My Client is looking for a Software Customer Technical Analyst will be responsible for front line customer care technical support of the of the company’s software, troubleshooting and first-stage investigative work required to progress customer issues to resolution. The successful candidate will work with the existing Customer Care team to support our the client.

This person will be as a part of a in a remote team in a capacity, the primary job responsibilities will include:

• Respond in a timely manner to incoming customer inquiries via all available channels.

• Build strong, positive, business relationships with 3rd parties and external providers to ensure a timely data flow.

• Assist with creating, organizing, and maintaining the Company  Documentation Library on an electronic platform.

• Follow documented procedures for the processing of complex data, reporting problems and required changes to the team lead.

• Perform basic technical troubleshooting and assist end users in basic navigation of the company software.

• Investigate initial troubleshooting and testing of non-standard support questions.

• Manage a work queue, with oversight as needed, to ensure timely response and resolution of customer inquiries.

• Understand team metrics and standards and strive for operational excellence to achieve these standards in daily activities.

• Provide weekly and monthly updates to the Customer Success Manager, and other customers, as assigned.

• Record the actions taken to investigate and resolve the issue in sufficient detail to provide a comprehensive history of the event and to build the support knowledgebase.

• Monitor open calls on a daily basis to ensure that issues are being dealt with in a timely manner and in compliance with our Service Level Agreement timelines.

• Ensure that the call status is updated and that the appropriate communication is fed back to the customer in a timely fashion.

• Conduct software testing for all product related code being released from the business.

• Complete the appropriate level of product testing required to ensure that any software released from the business is functioning in accordance with the agreed specification and is bug free.

• Maintain quality test records to capture the testing evidence carried out prior to a software release.

• Assist with the compilation and publication of product release documentation.

• Work collaboratively with colleagues throughout the United States.

• Strong remote communication is required.

• Use technology to foster strong relationships with people you may never meet (Teams, Webex, SharePoint, Confluence, etc.)

Additionally, you may be required to:

• Provide updates to the team lead on progress of data quality processes.

• Make suggestions to improve the quality of data and processes.

Required Skills / Previous Experience

• Strong understanding of SQL (DML and DDL) and relational databases (Required)

• Basic to moderate understanding of IIS Web Server

• Basic query writing

• Excellent all-round IT skills, including MS Office

• Familiarity with managing complex data (either through spreadsheets or specific product knowledge)

• Excellent communication skills, verbal and written

• Strong organizational, prioritization and time management skills

• Responsible and accountable with the ability to demonstrate a good work ethic

Beneficial but non-essential*

• General hardware peripheral support

• Basic understanding of Windows networking

• Formal SQL training

• Technical support background

• Experience in supporting 3rd party software

• Zendesk or other ticket taking software experience

• Experience working in the Criminal Justice System would be an advantage but not essential

Learning Opportunities

• Full product and technical training will be given

This is a Remote position.  No C2C or sponsorship is available for this position. Must be authorized to work in the US without expiration.