Information Technology


Software Product Support Analyst  King of Prussia, PA  
Job Description

Job ID#:

1774

Job Category:

Information Technology

Position Type:

Contract to Hire

:

1 yr plus

Positions Available:

5


A Fintech software client of ours in King of Prussia, PA has an immediate need to bring on a Product Technical Analyst who will provide second level support to customers involving moderately complex issues of their core financial software product. The qualified candidate must have working knowledge of product functional issues and low level technical issues. They will communicate customers’ needs and requirements to other internal employees and teams, while providing working leadership and assistance to less senior staff. They will drive positive results in Customer Experience through timely response, and positive interaction.   This opportunity is for an initial 6 months, contract to hire.  
 
Responsibilities
  • Provides second level support for moderately complex issues that were not resolved by frontline. Specifically, troubleshooting in the areas of product functionality, data, calculation, and integration issues.
  • Facilitates resolution of customer issues by logging and verifying issues, collaborates with appropriate resources to identify the root cause.
  • Provides consistent communication to work lead and customer to effectively manage expectations.
  • Responsible for creation and sharing of knowledge.
  • Provides 24X7 support as dictated by business drivers.
  • Provides work leadership and assistance to less senior staff.
  • Support a dynamic team environment by collaborating with other departments, team and workgroup members; contributing time, effort and ideas.
  • Act as a business liaison between the company and the client balancing the needs of both the client and our business in a way that drives a mutually agreed upon outcome
  • Works on internal projects and teams
  • Other duties as assigned.

 
Job Requirements

 

Qualifications
  • 1-4 years of software support experience in a B2B contact center.
  • BA or BS degree in related field or equivalent work experience.
  • Technical certification in related technologies a plus
  • Possesses working knowledge of computer terms, languages, database concepts (Oracle, SQL Server preferred)
  • Advanced knowledge of platforms, operating systems and web authoring tools.
  • Familiarity with common ERP vendor systems and concepts.
  • Knowledge of environmental variables and compilation commands.
  • Knowledge in the use of common support tools and practices.
  • Knowledge of UNIX/Linux; Relational database concepts
  • Must be a self-starter, able to operate under minimum supervision
  • Ability to confidently make quick decisions and use independent judgment to resolve technical customer issues.
  • Proven customer support experience with assessing, routing and addressing customer inquiries.
  • Ability to actively coach peers and provide informal leadership as a positive role model.
  • Can professionally represent the Company at customer sites and conferences.
  • Can effectively manage stress with the proven ability to handle difficult customer situations while remaining positive and customer-focused.
  • Can quickly review information requests from inside and outside the support work center and makes informed decisions regarding what information to share and when to refer unresolved requests to appropriate next level for assistance
  • Ability to use good judgement in all actions with regard to internal and external communications that could impact the company’s brand and/or the customer
  • Ability to make timely and appropriate decisions on escalations; and provide timely statuses to customer and key stakeholders as appropriate to the situation
  • Engages key resources within the work center to ensure timely resolution.
  • Strong writing and verbal skills; speaks effectively, using conventions proper to the situation
  • Ability to employ a professional approach with others, using all appropriate tools of communication; uses consideration and tact when offering opinions.
  • Ability to accurately adjust communication style and delivery based on the audience.




 

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