Job Description:

Support Analyst
Aumentum Technologies - Remote

The 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 and supporting user forums. You must have the ability to multi-task and see issues through to resolution. You will serve as primary support liaison between company and 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.
 

As 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.

What your impact will be:

• Handle escalated support calls or tickets; work directly or indirectly with customers to provide services and help resolve user issues


• Assess a variety of software scenarios, reviewing software configuration, set up, and software code to identify the correct resolution or escalate according to departmental guidelines


• Report detailed information within the client tracking system and document processes, routines, and programs by following the defined guidelines and team goals and objectives


• Work closely with other team members, providing technical leadership as second tier triage, exchanging knowledge through training sessions, and producing documentation


• Create and conduct training for customers on functionality and best practices for products, including at user conferences


• Collaborate with customers and/or our product and engineering teams to document proposed enhancements and determine cause/resolution to software defects


• Work with our Account Managers to process and track contracted services


• Review all technical support related processes and documentation for continuous improvement

What we are looking for:

• 3+ years of experience in a Technical Customer Support role


• BS/BA degree in related business or technical field, or equivalent industry experience


• Exceptional customer service aptitude


• Strong verbal and written communication skills, with a commitment to professionalism toward both clients and co-workers


• Excellent problem solving skills: Identification, solution, and execution


• Ability to review, prioritize, and respond to multiple client issues in a fast paced organization


• Proactive: Anticipates issues and actively initiates change


• Must possess professional and friendly attitude and be able to quickly develop a rapport with clients over the phone


• Teachable: Open and able to learn new processes and products

What would make you stand out:

• Exposure to relational databases or SQL desired


• Previous experience with property tax software support and or knowledge of the property tax life cycle


• Experience with the following:  Excel, Crystal Reports

Salary: