Posted in Other 14 days ago.
Type: Full Time
Customer Support Analyst
1 year contract
Location (if/when office opens)- Dover, NH
Under close supervision, develops, executes and maintains processes and automated solutions to ensure operational effectiveness and continual improvement.
Analyzes low to moderate complexity technical and business problems using general knowledge of industry, business operations, business products, business process, data, architecture, vendor integration, and application connectivity.
Responsible for a variety of operational activities that may include vendor support, reporting, tool administration, systems access, financial processes, regulatory, compliance and attestation activities, monthly releases including readiness, and communications.
Responds to incident tickets and requests from internal and external users and stakeholders of low to medium complexity using basic knowledge of assigned applications and triages to the appropriate resource / organization as needed.
Creates, updates, and maintains scripts associated with common issues and includes applicable work arounds and provides information on customer impacts.
Provides incident and communication support for degradation or outages detected.
Coordinates with more senior team members based on impact, developers and vendors IT to determine the root cause and user impacts.
Learns new functionality being implemented for monthly releases in order to support user questions and issues.
Communicates with customers if there are issues during the monthly release develop and provides resolution status updates.
Assists with Error Report monitoring and may work simple errors identified in the report.
Identifies opportunities for continuous improvement and join working teams to improve processes.
Required to be on an incident/communication rotation from 8 AM ET - 8PM EST
The Company is an equal opportunity employer and makes employment decisions on the basis of merit and business needs. The Company will consider all qualified applicants for employment without regard to race, color, religious creed, citizenship, national origin, ancestry, age, sex, sexual orientation, genetic information, physical or mental disability, veteran or marital status, or any other class protected by law. To comply with applicable laws ensuring equal employment opportunities to qualified individuals with a disability, the Company will make reasonable accommodations for the known physical or mental limitations of an otherwise qualified individual with a disability who is an applicant or an employee unless undue hardship to the Company would result.