Intermediate Technical Support Analyst
Core
Provide technical software support to resolve customer issues via phone, email, and portal, including troubleshooting, escalation management, and after-hours on-call support.
Role type
Intermediate Technical Support Analyst
Builds
Customer support resolution and knowledge base documentation
Domain
Software support (web-hosted, on-premise, cloud-based)
Deliverable
client delivery
Required skills
Troubleshooting software issues, SQL queries, Java application support, technical documentation, multi-tasking, remote customer support
Preferred skills
Scripting languages (Groovy, JavaScript), PL/SQL or Transact-SQL, Crystal Reports, Agile/Scrum methodologies, justice field terminology
Technologies
Java, HTML, SQL, Groovy, JavaScript, PL/SQL, Transact-SQL, Crystal Reports
Responsibilities
Respond to support requests via telephone, email, and portal; troubleshoot and resolve software issues; track escalated tickets; collaborate with Product and Professional Services; maintain support Knowledge Base; provide after-hours emergency support; travel to customer sites as assigned
Seniority
Intermediate, hands-on IC