Software Support Analyst I
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Summary
Front-line technical support for i3 Verticals' proprietary public-sector software: the analyst fields client issues by phone, email, and remote access from the Piney Flats, TN office, troubleshoots and escalates application problems, documents cases, and helps deploy and train clients on new software versions.
JOB TITLE: Software Support Analyst I
DEPARTMENT: Public Sector
REPORTS TO: Director of Support
JOB LOCATION: Piney Flats, TN
TRAVEL: 0% - 15% travel required
ESSENTIAL DUTIES & RESPONSIBILITIES:
- Provide front-line technical support for our proprietary software applications via phone, email and remote access in a timely manner to external clients.
- Build and maintain effective relationships with team members, management, in-house software developers and clients.
- Identify, troubleshoot and resolve application issues.
- Communicate and escalate issues that cannot be resolved to the appropriate team member(s).
- Document all reported issues and task details; analyze gathered data.
- Deploy and provide training on software applications to new clients and new versions to current clients.
MINIMUM QUALIFICATIONS (EDUCATION AND EXPERIENCE):
- High school diploma or equivalent
- Two (2) years related experience
- Must have a proficient understanding of computer and technical concepts
- Must have strong troubleshooting skills
- Must have strong verbal and written communication skills
- Knowledge of SQL is a plus, but not a requirement
- Ability to prioritize workload and manage multiple responsibilities effectively
- Available to work in the Piney Flats office
PREFERRED QUALIFICATIONS (EDUCATION AND EXPERIENCE):
- Associate’s degree or higher from a college or university is preferred