Support Analyst
- Florida
- Permanent
- Full-time
- Operate as a front line primary support liaison between System Innovators and our clients to effectively respond to inquiries of both a product and technical nature received by telephone or electronically submitted tickets
- Assess a variety of situations, reviewing software configuration, set-up, and software code to identify the correct resolution or escalate according to departmental guidelines
- Report detailed information within the ticket tracking system that includes capturing the reported problem, troubleshooting steps, replication steps, and resolution procedures.
- Assist with the documentation of new processes and procedures and help to define improvements to current support processes
- Work closely with other team members as part of a cohesive group in exchanging knowledge through training sessions and peer to peer interaction
- Identify areas to improve processes to make the customer experience better tomorrow than it was today
- Provide training and demonstration of products provided by System Innovators to our client base (Remote and/or Onsite)
- Provide weekend on-call support within a rotation of all team members (on-call compensation provided)
- As scheduled, provide dedicated client support assistance outside of standard operating hours
- Work a 4 day work week, 10 hours per day (4/10 shift) after training period
- Subject matter expertise in all support matters regarding multiple web products which integrate with our flagship product iNovah
- Ability to support, troubleshooting, and maintenance of web applications, windows applications, SOAP APIs, and other integrations used by iNovah clients
- Minimum 3 years proven experience working within a software support environment
- Customer-focused individuals who are comfortable with providing phone support to clients to resolve critical production issues
- High level of expertise supporting websites in different network topologies
- Comprehensive understanding of Microsoft Internet Information Services (IIS)
- Solid grasp of server and Windows domain administration
- Solid grasp of online and over the counter payment technologies, protocols, and guidelines
- Ability to present Support webinars, both internally to staff and to customers via the Web
- Sound knowledge of engagement delivery and software troubleshooting techniques with a high focus on first call resolution
- Ability to interpret requirements, and recommend solutions that best address clients' needs
- Excellent analytical, research and problem-solving skills with a strong ability to multi-task and prioritize work effectively
- College Diploma in Computer Science or equivalent industry experience is preferred
- Demonstrate outstanding customer service and teamwork
- Experience with Windows Server Administration
- Experience with SQL Server Management Studio, Firewalls, Load Balancers, networking
- Experience with multiple remote access tools & techniques such as WebEx, remote desktop, VPN
- Excellent oral and written communication
- E-Commerce, Payment Processors, EMV
- Experience in IT Support of the Public Sector Industries
- Experience with TeamSupport and Confluence applications
- Opportunities to advance your career
- Comprehensive Medical, Dental, and Vision
- 3 weeks' vacation and 5 personal days
- Employee stock ownership and RRSP
- Community involvement in social responsibility
- Flexible work options