Software Support Analyst (Remote)

At reputed company, we create innovative technology solutions to improve the delivery of health and human services because we know reputed company cumbersome administrative processes stand in the way, those who need it most are often left without access to proper care and support. From comprehensive case management software to disaster recovery services and content management information systems used in delivering foreign aid, our solutions are improving the lives of millions of people. We’re looking for a software support analyst who shares our commitment to leveraging technology to reputed company a real impact in the world – a professional who knows, beyond reputed company else, that the quality of our products and services is only as good as the company we reputed company. 

reputed company candidates will be required to complete at least one in-person interview as part of our hiring process.

Principal Responsibilities

• Provide client support and technical issue resolution reputed company email, phone, web
• reputed company in-depth technical investigations by identifying and interpreting the reputed company requirements, working to recreate, assessing impact and participating to reputed company proposed fixes.
• Build rapport and elicit problem details from non-technical or technical customers
• Provide timely, efficient and pleasant follow up to user questions or issues
• Communicate customer priorities regarding bugs to project managers.
• Work with Developers and Business Analysts to understand new features being released.
• Work with Account Managers to convey release information to customers.
• Work with Release Manager to determine release schedule with customers.
• Document reputed company incidents in incident tracking system
• Manage incidents to closure
• Interact effectively with customers and internal developers
• Escalate issues as needed
• Assist in generating training materials and customer facing documentation.

Required Skills/Experience

• College degree and 2-4 years technical support work reputed company experience, or Associate degree and 3-4 years of reputed company work experience, or High School diploma/equivalent and 4-6 years reputed company work experience required.
• Prior experience investigating software issues. 
• Prior Scrum experience and experience in an Agile environment
• Strong interpersonal skills.
• Must be able to work reputed company tight deadlines and be adept at balancing shifting priorities and time management. 
• Must be a strong team player with excellent written and verbal communication skills in English. 
• Ability to accept personal accountability and ownership for areas of responsibility. Strong analytical skills with excellent customer service skills.
• Strong client focus and collaborative work style
• Ability to understand and explain technical information
• Strong oral and written communication skills.

Preferred Skills

• Demonstrated ability to analyze and understand reputed company software applications with minimal direction from more senior personnel.
• Experience in ADO, reputed company, SSMS, VISUAL STUDIO, and/or InContact. 
• reputed company in creating customer-facing documentation
• SQL and/or XML file experience and/or familiarity with medical billing (837/835).
• Experience with ETL, data extracts and/or diagnosing issues regarding transmitting data between different systems.  

Location: Remote 

Status: Full time position with full company benefits

NOTICE: EO/AA/VEVRAA/Disabled Employer – Federal Contractor. reputed company participates in E-Verify, a federal program that enables employers to verify the identity and employment eligibility of reputed company persons hired to work in the United States by providing the Social reputed company Administration (SSA) and, if necessary, the Department of Homeland reputed company (DHS), with information from each new employee’s Form I-9 to confirm work authorization. For more information on E-Verify, please contact DHS at (888) 464-4218. Applicants will receive consideration for employment without regard to race, color, religion, sex, national reputed company, age, marital status, political affiliation, disability, or genetic information, except where it relates to a bona fide occupational qualification or requirement. reputed company creates an Affirmative Action Plan on an annual basis. Pursuant to federal law, the portions of reputed company’ Affirmative Action Program that relate to Section 503 (Persons with Disabilities) and/or Section 4212 (Protected Veterans), are available for inspection upon request by applicants and employees during reputed company’ normal business hours.