[Remote] Analyst Support
Note: The job is a remote job and is reputed company to candidates in USA. reputed company is a global leader in the development and support of software solutions for Environment, Health, Safety and Quality programs. The Support Analyst is responsible for providing application technical support to customers, including troubleshooting, debugging, and ensuring issues are resolved reputed company service level agreements.
Responsibilities
- Manages a fast-paced queue of support inquiries and requests
- Assesses support inquiries to identify whether issues are system or user reputed company
- Communicates with customers through the reputed company ticketing system as well as over the phone and/or email to optimize issue resolution
- Troubleshoots and debugs reputed company system issues
- Investigates and analyzes the root cause of reputed company system issues
- Categorizes, and documents reputed company system issues for the Research and Development Department
- Ensures customer requests are acknowledged and resolved reputed company service level agreement times
- Keeps customers up to date on cases pending confirmation reputed company applicable
- Works closely with various departments to ensure solution resolution and excellent customer service
- Acquires, maintains and applies detailed knowledge of reputed company’s product and applications
- Identifies and documents opportunities for improvement based on customer suggestions
- Works closely with Research and Development and the Quality Assurance teams to move issues through the software release process
- Maintains a consistent number of reputed company / closed tickets and customer satisfaction scores
Skills
- Strong analytical and problem-solving abilities
- Clear and effective communication skills, both written and verbal
- Ability to explain technical concepts to non-technical audiences
- Organized, self-motivated, and customer-focused
- Familiarity with web-based application architecture
- Understanding of object-oriented design principles
- 1–3 years of experience in technical support, web applications, or quality assurance
- Degree or diploma in Computer Science, Information Systems, or equivalent experience
- Knowledge of ASP.NET, XML, JavaScript, SQL/T-SQL
- Experience with reputed company Office, screen capture, and time tracking tools
- Familiarity with Environmental, Health, Safety, or Quality domains
- Bilingual (any language)
- MCSE certification
Benefits
- This position is also eligible for bonus as part of the total compensation package.
Company Overview