Senior Software Support Analyst

The Senior Software Support Analyst is responsible for providing exceptional customer service.  The associate will use their technical expertise in resolving client problems and communicate the appropriate resolution to the client.  Service should be provided in an accurate, timely and professional manner.   This position requires expertise in 5 or more modules in a specific product line, ability to operate on a task level. Should demonstrate the initiative to motivate the team, be a positive role model and provide excellent customer service.

Essential Tasks

• Provide professional, courteous, and prompt technical support for assigned complex system level software products. This includes prioritization, analysis, and resolution of complex problems requiring an in-depth evaluation of various factors
• Exercise judgment within broadly defined procedures in selecting methods, techniques, and evaluation criterion for obtaining results
• Effectively manage customer escalations associated with complex problems. End result should be high level of customer satisfaction.
• Act as liaison for the client in issues with the standard Jenzabar product in areas of assigned responsibility
• Research and troubleshoot client reported issues with the standard Jenzabar product in areas of assigned responsibility in order to provide the client with a solution in a timely, professional manner
• Document issues and solutions in a complete, concise manner for use in internal / external knowledge base
• Attend training / meetings on new features / enhancements to the standard Jenzabar product to maintain high level of product knowledge in areas of assigned responsibility
• Continually increase product knowledge by reviewing documentation, knowledge base entries and hands-on experimentation in areas of responsibility
• Work cooperatively with staff within the Client Support Services Department and other divisions of Jenzabar, Inc. to accomplish departmental, divisional, and corporate goals
• Be a liaison between Support Services and Product Development
• Complete other duties as assigned by respective Team Lead and / or Director of Client Support Services

Preferred Skills and Experience

Ideal IT Skills

The pay range for this position is $58,000-$73,000 / year; however, base pay offered may vary depending on job-related knowledge, geographic location, skills, and experience. This position is eligible for an annual bonus in addition to a full range of benefits. This information is provided per the relevant state and local pay transparency laws for the location in which this position will be performed.

Benefits

Medical Insurance, Life Insurance, Dental Insurance, Vision Insurance, PTO, Paid Parental Leave, Paid Holidays, Short Term Disability, Long Term Disability, 401K, Educational Assistance

Jenzabar does not discriminate in employment opportunities or practices on the basis of race, color, sex, gender, gender identity, pregnancy, childbirth and related medical conditions, genetics, genetic markers and carrier status, creed, religion, national origin, ancestry, age, disability, medical condition, marital status, sexual orientation, military service, veteran status, or any other status protected by state and federal laws.

Please Note : Jenzabar does not sponsor applicants for work visas.