Technical Support Analyst |
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| Location: | Corporate Office - Herndon, VA |
| Job Code: | 82 |
| # of openings: | 1 |
Description | |
TECHNICAL SUPPORT ANALYST
As part of a small dynamic technical support team you will be responsible for responding to clients with questions and technical problems that may occur with their Parature systems. You will respond to online trouble tickets, field customer calls and inquiries, and troubleshoot with clients to isolate problems and walk-through corrective measures. You will actively work as a point person of communication for clients and internal teams for information on both our product and our customer base. You will also share responsibility for expanding the Parature online Knowledge Base by identifying common user problems and solutions. To do so, you must be able to quickly develop advanced product knowledge of the Parature system.
Successful candidates will work to effectively handle many incoming issues, process the issues efficiently, and become a key team member of a world-class customer support organization.
Here at Parature, we’re looking for a support analyst with a passion for technology. The focus of our support department is the isolation of technical issues and implementation of successful corrective measures. Candidates will ideally possess both an aptitude for customer service and a degree in Computer Science or a related field. You will respond to online tickets, field customer calls/inquiries, work with our clients to isolate technical problems, and cooperate within a support team to find the solutions. We want people on our team who enjoy digging into problems and who genuinely enjoy working towards solving them. We have fun here, and would love to find a young, intuitive, creative person to join our support team.
PROFILE:
• Strong customer service and follow-up skills, as well as a deep commitment to being a client advocate
• Strong communication (including writing) skills and knack for interacting with both customers and team members • Ability to address customer issues effectively and see issues through to resolution • Strong analytical and organization skills • Ability to develop a technical strategy to resolve issues, and to creatively work through more advanced issues with outside the box’ thinking • Energetic and positive approach to learning and completing tasks • Ability to prioritize tasks within a multi-tasking environment • Self-sufficient nature and dependable within a small dynamic team • ‘Whatever it takes’ attitude toward delivering excellent client experience for all Parature clients including a proactive attitude toward teamwork • Ability to be ‘cool under fire’ and maintain a professional attitude at all times REQUIRED SKILLS/EXPERIENCE:
• Bachelors degree in computer science or equivalent experience preferred
• 1-2 years experience in technical support, technical consulting or development preferred • Excellent problem solving skills • Excellent oral, written, presentation skills • Demonstrated strong interpersonal skills • Troubleshooting skills with software, computing and networking • Strong understanding of Internet technologies • Ability to work as member of a team as well as independently to solve technical problems • Ability to learn quickly and adapt to an expanding and changing product suite • Familiar with CRM industry and SaaS model preferred • Must live locally within the Greater Washington, DC region • Familiarity with and knowledge of server technologies, html, asp.net, xml, ftp, Web application architecture and troubleshooting, programming a plus
DUTIES:
• Respond to, troubleshoot, and route tickets for the Parature client base under contracted Service Level agreements
• Answer telephone questions and inquiries for Parature customers
• Develop and maintain relationships with customers and give input to the Account Management team on those relationships
• Work closely with all other teams to exchange knowledge and expertise
• Assist teammates and supervisor in the identification of common issues, high priority issues, and places for improvement within the organization • Identify knowledge base appropriate material and generate draft content for the self service content group • Present key information during weekly departmental meetings • Identify and submit feedback on needed product improvements • Monitor application performance and proactively identify problems • Become active member of the Emergency Response team • Complete side projects assigned by supervisor as time permits | |
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