Support Analyst-L2 (Bilingual)

Management Controls Inc. (MCi) is looking for an experienced Support Analyst to join our Customer Support team. In this role, you will provide Level 2 (L3) application and technical support, within SLA agreements, on MCi Suite of Products. The business is privately held, has been around for 30+ years, services most of the Fortune 100, and is experiencing exponential growth, which will last into the next decade. In addition to the normal tech company benefits like stocked kitchens, an in-house gym, bonuses, and flexible PTO, the company also offers 100% paid healthcare. If you want to work in place that takes care of you and those you love, values creativity, learning, and individual contribution think about joining the team.

Written and verbal bilingual English and Spanish is a requirement for this position. Management Controls is headquartered in Houston, TX. This position is working in the Houston office on a hybrid schedule 3 days/week.

Duties and responsibilities

Support customers by investigating and resolving MCi product-related application and technical issues, including problems/help-desk tickets related to application configuration, installation, interfaces, standard reports (Crystal) and functionality (mostly, but not limited to, Track and Forecaster products)

Serve as an escalation point for Level-1 (L1) Support Analysts and tickets nearing SLA (Service Level Agreements) deadlines

Provide guidance to L1 Support Analysts on issue resolution and/or client communications

Work closely with the Support Manager and other Customer Success Management personnel in analyzing, troubleshooting and managing issues

Proactively and diligently work on issue resolution and communication of ticket updates, statuses, blockages and solutions back to management and especially to customers

Promptly respond to clients’ requests and inquiries

Self-monitor ticket statuses to ensure they get resolved within MCi service level agreement (SLA) timelines

Identify and communicate work around solution for open issues or problems under investigation or pending resolution

Document and log case histories, issues and actionable steps taken within the Support tool

Proactively take ownership of help-desk issues by exerting proper due diligence and follow-through with applicable customers and MCi teams/organizations to communicate accurate ticket statuses on a timely basis

Adhere to established internal processes; make suggestions for process improvements, as applicable

Exert professionalism by to emails and meeting invitations; show-up to meetings prepared and on-time

Requirements

Qualifications include:

Bachelor’s degree in a technical or business-related field preferred

3+ years of experience supporting IT and business applications, preferably in the SaaS industry

Customer-service mentality and attitude

Moderate understanding of ERP and application interfaces, including APIs/Web Services

Strong knowledge of Windows operating system and SQL queries and database schemas/structures

Solid understanding of .NET applications and functionality

Experienced at troubleshooting application and/or interface related problems

Strong analytical, customer service and problem-solving skills

Crystal Reports knowledge and experience

Strong and effective communicator, especially as it relates to explaining the root cause of issues

Teamwork and team player with a positive, can-do attitude

Self-motivated and highly driven to succeed

Ability to work independently

Knowledge of Microsoft Office 365, particularly Word, Excel and PowerPoint

Familiar and proficient with Software Development Life Cycle, especially Agile methodology

Proficient in English and Spanish (Reading, spoken and written)

Soft Skills:

Takes ownership of assigned tasks/work

Strong problem-solving skills

Effective communication skills across all levels of the organization and specially with customers

Strong interpersonal and customer-service skills; know your audience (internal and external)

Eager to learn MCi’s suite of products, especially Track, myTrack, Access Control Systems, Track and myTrack Integrations and Forecaster

Easy to work with

Flexible; willing to accommodate team’s preferences

Proponent of diversity; fits easily within a diverse culture and work environment

Does not hesitate to reach across the organizations (e.g., Services, Products, PMO, Engineering, Development, etc.) for investigating and resolving problems

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