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Software Support Analyst
Ref No.: 18-02095
Location: Chicago, Illinois
Position Type:Direct Placement
Start Date: 02/28/2018
Role: Software Support Analyst
Type: Direct Hire/ Permanent
Location: Downtown Chicago, IL
Summary of Position
Our client is looking for a full time Software Support Analyst to join their development team.  As a Software Support Analyst you will be responsible for providing professional product support to software users.  Duties involve responding to software users promptly and professionally, accurately documenting issues and resolutions, and collaborating with the users to solve complex product problems.  In addition to frontline support, the Software Support Analyst will be involved in user acceptance testing, as well as helping shape the future product with feedback and suggestions to the product developers.
Duties and responsibilities
  • Owns and handles support tickets resolution. This includes understanding issue tickets coming from internal and external clients through Zendesk and Jira, troubleshooting the issues, fixing them or escalating them to the senior developers. This involves being able to as accessing databases through the SQL language
  • Collaborates with QA and development teams to implement tests and fixes
  • Helps sales and operations teams deploy new contracts. This involves importing data files (such as user lists, configuration options, building templates, etc.)
  • Advise customers on software workflows and best practices, helping them achieve the desired end result
  • Set up test environments to verify reported software bugs and log them into bug tracking database
  • Create internal and external support documentation
  • Provide feedback to supervisory personnel when trends become apparent in order to remedy repetitive problems and recommend proactive training to minimize future reports of similar problems
  • Advance product knowledge by reviewing new functionality and testing new product issues
  • Assist with installation and upgrades
  • Conduct user acceptance testing (UAT) of new releases to maintain up-to-date knowledge of product
  • Effectively Communicate complex issues and feature requests with offshore development team where relevant
  • Be a problem solver, with the persistence to get things done and keep clients happy
  • The flexibility to occasionally work off hours, for example if there is a critical incident, or during release cycles
Job Requirements
  • Customer service skills. It is our expectation that the person in this role will like to work with others and will help them solve problems with a positive attitude and helpful spirit
  • 5-7 years of technical support experience 
  • Bachelor's degree in Computer Science, Information Systems, or related discipline and/or experience is required
  • Demonstrated experience troubleshooting SQL; including tables, triggers, views, stored procedures, performance tuning and ability to write complex SQL queries
  • Experience documenting defects and resolutions in tracking software (Jira preferred)
  • Experience using a ticket management system (ZenDesk preferred)
  • Experience with Windows Server management preferred
  • Strong written and verbal communication skills with the ability to clearly communicate technical concepts to non-technical end-users
  • Excellent problem-solving and troubleshooting skills
  • Ability to prioritize and multi-task in a fast-paced environment
  • Strong organizational skills including being detail-oriented, highly adaptable, and able to work autonomously