Support Analyst

Job Description SummaryThe Aumentum Technologies support team is seeking a Support Analyst to provide application support to customers that will involve answering complex questions on the function and usage of our products. The successful candidate will investigate, manage, track and close client support issues, specifically related to the database and functions of the application(s). They will also be responsible for contributing to a knowledge base, supporting user forums and customer training efforts. You must have the ability to multi-task and see issues through to resolution. You will serve as primary support liaison between the company and the customer. In this role, you will work closely with the Manager, Support Services, and be supported by a great team, in providing exceptional customer service and development support.Job DescriptionAs a Support Analyst, you will provide application support and expertise to both our customers and internal resources. This will involve answering complex questions, contributing to our knowledge base, and serving as a support liaison between the company and our customers. Working closely with other Support team members and counterparts on the Research and Development team, you will investigate, manage, track, and close client support issues, specifically related to the database and function of the application(s) and escalations.Work directly or indirectly with customers to provide services and help resolve user issuesInvestigate, manage, track, and close client support issues, including those related to database functionality and application behaviorAssess a variety of software scenarios, reviewing software configuration, setup and existing documentation to identify the correct resolution or escalate according to departmental guidelinesReport detailed information within the client tracking system and document processes and routines by following the defined guidelines and team goals and objectivesWork closely with other team members, exchanging knowledge through training sessions and meetings, and producing documentationCreate and conduct training for customers on functionality and best practices for products, including at user conferencesCollaborate with customers and/or our product and engineering teams to document proposed enhancements and determine cause/resolution to software defectsReview technical support related processes and documentation for continuous improvementWhat we are looking for:3+ years of experience in a Technical Customer Support roleBS/BA degree in related business or technical field, or equivalent industry experienceExceptional customer service and a professional, friendly attitudeStrong verbal and written communication skills, with a commitment to professionalism toward both clients and co-workersExcellent problem solving skills: Identification, solution, and executionTeam player who is willing to share their knowledge and learn with the teamAbility to review, prioritize, and respond to multiple client issues in a fast paced organizationProactive mindset with the ability to anticipate issues and initiate changeMust possess professional and friendly attitude and be able to quickly develop a rapport with clients over the phoneTeachable: Open and able to learn new processes, technologies, and products.What would make you stand out:Exposure to ProVal CAMA software or other CAMA systemsPrevious experience with property assessment software or knowledge of the property assessment lifecycle.Experience with relational databases and reading / writing T-SQLExperience with the following: Microsoft applications and Crystal ReportsSalary: $60,000 - $70,000/year.Originally posted on Himalayas