Remote 1st Line Technical Support Analyst Job in Florida, United States CompuGain

Who you are

• Commitment to resolving issues for customers demonstrated experience dealing with support cases or requests
• Minimum 1 year experience working in a similar environment dealing with support cases / product support or complex customer requests via email telephone and in person
• Knowledge of Contact Management systems Database software Internet software and Word Processing software
• Proficient in Microsoft applications
• Strong communication skills - As well as our wonderful customers you will be willing to work closely with our USA and Australian colleagues
• Knowledge of basic SQL data point integration database design or data analytics
• A passion and drive to develop a career in a Software support environment
• Experience of working remotely for a global organization is preferred
• Financial / Accounting or ERP knowledge would be a bonus!

What the job involves

• Deliver exceptional customer service and support to resolve issues relating to Phocas products and/or their conversion (using remote online tools such as TeamViewer VPN RDP etc) to Best Practice standards
• Quickly diagnose O/S and application issues and implement corrective actions and end-user training (Send more complex problems through to the appropriate team/consultants)
• Triage and process the support case queue to ensure we respond and communicate in a timely manner against SLA's. This can be via Phone (Zoom) and Email/Jira as required
• Take ownership of support cases and perform detailed troubleshooting provide workaround resolutions root cause analysis and major incident management
• Perform detailed validation of customer ETL process and data when required to confirm/diagnose customer support issues
• Document processes and procedures and update knowledge database
• Use Jira and Hubspot for maintaining project information and contact details to document track monitor and report support cases
• Advocate for the end user; ensure they receive top quality timely service and support
• Learn every day and have fun!