Software Support Analyst

Intro :

TempWorks Software, an industry-leader in integrated front and back office software solutions for staffing agencies is seeking a Support Analyst to join our technical support team.

As a fast-paced company, TempWorks Software offers entry to mid-level applicants a great opportunity to gain experience with Microsoft SQL Server, customer service, and advanced troubleshooting.

Position Summary :

Provides support to end users of a proprietary Microsoft SQL Server-based software package on a wide variety of issues. Identifies, researches, and resolves software related issues.

Responds to telephone calls, email and internal requests for software support. Documents, tracks, and monitors the problem to ensure a timely resolution.

Has knowledge of commonly-used concepts, practices, and procedures in the staffing industry and accounting areas.

Position Responsibilities

• Create and maintain positive customer relationships
• Utilize proprietary, web-based help desk software to track and resolve software problems and requests
• Excellent communication skills both written and oral, interpersonal, organizational skills, and problem solving ability to work with non-technical end users on first level support issues
• Communicate professionally and effectively with customers at all levels. Explain technical details in a plain, clear and simple manner
• Ability to absorb and retain information quickly
• High level of attention to detail and self-motivation
• Team Player with goal-oriented personality
• Troubleshoot and analyze incoming customer calls related to both enterprise and hosted software solutions, utilizing Microsoft SQL Server Management Studio and SQL Server Profiler
• Analyze / test software to determine the type of problems the customer is encountering which could include software bugs, client set up, corrupted data, user error, etc.
• Required to be on-call for support issues during non-business hours on a rotating basis
• Willingness to learn new technologies as they become available
• Assist in the development of online FAQs and knowledge base
• Learning and understanding all aspects of the TempWorks products including the core enterprise system, Web Center, and other ancillary product lines
• Report all billable hours and expenses
• Willingness to take on special projects as assigned

Job Requirements

• Associates or Bachelor’s Degree in Computer Science, Information Systems / Management, or Business Management is preferred
• Experience with Microsoft SQL Server Management Studio (SSMS), Microsoft SQL Server Reporting Services (SSRS), Transact-SQL (T-SQL)
• Ability to be self-taught in a variety of software applications and languages
• 1-2 years of customer service experience
8 days ago