Senior Technical Support Analyst
Company Name:
Bullhorn
In the Senior Technical Support Analyst role, you will be the 2nd Tier point of contact for our clients in resolving technical and application related inquiries regarding Bullhorn's software product. In assessing and resolving end-user questions you will work to ensure that our core team of Analysts and Engineers continues to deliver world-class technical and application support to Bullhorn's dynamic and growing customer base.
Responsibilities:
Extensively research, document and resolve complex software and technical questions for the customer efficiently and effectively
Gather the required information necessary in order to best handle customer software and technical inquiries
Manage customer expectations regarding estimated response times for issue resolution and communicate with customers regularly regarding issue status
Own customer technical issues from initial report to resolution, escalating trouble tickets and priority issues to Engineering when necessary and maintaining customer communications
Collaborate with other Support Analysts and Support Engineers to identify high priority issues and engage the Service Delivery, Software Engineering and Quality Engineering teams.
Mentor Technical Support team members to properly manage customer inquiries, provide technical guidance and escalate when appropriate
Partner with Technical Support team members on various strategic projects
Required Qualities/Skills:
B.S. in Computer Science, Engineering or Mathematics from an accredited University or College
Must have 5
years post graduate work experience
Must have 2
years' experience delivering software support
Must have superb listening skills, and verbal and written communication skills
Must have strong documentation skills
Must have excellent customer service skills
Must have the ability to empathize with customers and convey confidence
Must have excellent problem solving and research skills
Must have expertise working with, updating and troubleshooting Windows Operating Systems: XP, 7, Vista, 8
Must have expertise working with Microsoft Word, Excel and Outlook
Must have a deep understanding of networking and Internet connectivity
Must have a deep understanding of email technology (SMTP, iMail, etc), and experience supporting and troubleshooting email applications:
Microsoft Exchange 2007, 2010, 2013
Microsoft Office 365
Google Apps for Business
Experience working with Application Programming Interfaces (API's) and Web Service protocols - REST, WSDL, SOAP preferred.
Must have basic understanding of HTML and SQL
Must have a basic understanding of relational databases
Must have ability to mentor Tier 1 Technical Support AnalystsEstimated Salary: $20 to $28 per hour based on qualifications.
Bullhorn
In the Senior Technical Support Analyst role, you will be the 2nd Tier point of contact for our clients in resolving technical and application related inquiries regarding Bullhorn's software product. In assessing and resolving end-user questions you will work to ensure that our core team of Analysts and Engineers continues to deliver world-class technical and application support to Bullhorn's dynamic and growing customer base.
Responsibilities:
Extensively research, document and resolve complex software and technical questions for the customer efficiently and effectively
Gather the required information necessary in order to best handle customer software and technical inquiries
Manage customer expectations regarding estimated response times for issue resolution and communicate with customers regularly regarding issue status
Own customer technical issues from initial report to resolution, escalating trouble tickets and priority issues to Engineering when necessary and maintaining customer communications
Collaborate with other Support Analysts and Support Engineers to identify high priority issues and engage the Service Delivery, Software Engineering and Quality Engineering teams.
Mentor Technical Support team members to properly manage customer inquiries, provide technical guidance and escalate when appropriate
Partner with Technical Support team members on various strategic projects
Required Qualities/Skills:
B.S. in Computer Science, Engineering or Mathematics from an accredited University or College
Must have 5
years post graduate work experience
Must have 2
years' experience delivering software support
Must have superb listening skills, and verbal and written communication skills
Must have strong documentation skills
Must have excellent customer service skills
Must have the ability to empathize with customers and convey confidence
Must have excellent problem solving and research skills
Must have expertise working with, updating and troubleshooting Windows Operating Systems: XP, 7, Vista, 8
Must have expertise working with Microsoft Word, Excel and Outlook
Must have a deep understanding of networking and Internet connectivity
Must have a deep understanding of email technology (SMTP, iMail, etc), and experience supporting and troubleshooting email applications:
Microsoft Exchange 2007, 2010, 2013
Microsoft Office 365
Google Apps for Business
Experience working with Application Programming Interfaces (API's) and Web Service protocols - REST, WSDL, SOAP preferred.
Must have basic understanding of HTML and SQL
Must have a basic understanding of relational databases
Must have ability to mentor Tier 1 Technical Support AnalystsEstimated Salary: $20 to $28 per hour based on qualifications.
|
|
 | |
