Support Analyst

Intro:

TempWorks Software, an industry-leader in integrated front and back office software solutions for staffing agencies is seeking a Support Analyst to join our technical support team. As a fast-paced company, TempWorks Software offers entry to mid-level applicants a great opportunity to gain experience with Microsoft SQL Server, customer service, and advanced troubleshooting.

Position Summary:

Provides support to end users of a proprietary Microsoft SQL Server-based software package on a wide variety of issues. Identifies, researches, and resolves software related issues. Responds to telephone calls, email and internal requests for software support. Documents, tracks, and monitors the problem to ensure a timely resolution.

Position Responsibilities

· Create and maintain positive customer relationships

· Utilize proprietary, web-based help desk software to track and resolve software problems and requests

· Excellent communication skills both written and oral, interpersonal, organizational skills, and problem solving ability to work with non-technical end users on first level support issues

· Communicate professionally and effectively with customers at all levels. Explain technical details in a plain, clear and simple manner

· Ability to absorb and retain information quickly

· High level of attention to detail and self-motivation

· Team Player with goal-oriented personality

· Troubleshoot and analyze incoming customer calls related to both enterprise and hosted software solutions, utilizing Microsoft SQL Server Management Studio and SQL Server Profiler

· Analyze/test software to determine the type of problems the customer is encountering which could include software bugs, client set up, corrupted data, user error, etc.

· Required to be on-call for support issues during non-business hours on a rotating basis

· Willingness to learn new technologies as they become available

· Assist in the development of online FAQs and knowledge base

Learning and understanding all aspects of the TempWorks products including the core enterprise system, Web Center, and other ancillary product lines

Report all billable hours and expenses

Willingness to take on special projects as assigned