What are the responsibilities and job description for the Software Support Analyst position at Lucas James Talent Partners?
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. Has knowledge of commonly-used concepts, practices, and procedures in the staffing industry and accounting areas.Position ResponsibilitiesCreate and maintain positive customer relationshipsUtilize proprietary, web-based help desk software to track and resolve software problems and requestsExcellent communication skills both written and oral, interpersonal, organizational skills, and problem solving ability to work with non-technical end users on first level support issuesCommunicate professionally and effectively with customers at all levels. Explain technical details in a plain, clear and simple mannerAbility to absorb and retain information quicklyHigh level of attention to detail and self-motivationTeam Player with goal-oriented personalityTroubleshoot and analyze incoming customer calls related to both enterprise and hosted software solutions, utilizing Microsoft SQL Server Management Studio and SQL Server ProfilerAnalyze / 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 basisWillingness to learn new technologies as they become availableAssist in the development of online FAQs and knowledge baseLearning and understanding all aspects of the TempWorks products including the core enterprise system, Web Center, and other ancillary product linesReport all billable hours and expensesWillingness to take on special projects as assignedJob RequirementsAssociates or Bachelor’s Degree in Computer Science, Information Systems / Management, or Business Management is preferredExperience with Microsoft SQL Server Management Studio (SSMS), Microsoft SQL Server Reporting Services (SSRS), Transact-SQL (T-SQL)Ability to be self-taught in a variety of software applications and languages1-2 years of customer service experienceTempWorks Software offers a comprehensive benefits package and provides eligible employees with an opportunity to enroll in various benefit programs, subject to applicable waiting periods. This includes the following : Paid Time OffHoliday PayVolunteer Time OffMedical InsuranceHealth Savings Account with Employer ContributionDental InsuranceVision Insurance401(k) with Employer MatchLife Insurance and AD&DShort-Term and Long-Term Disability InsurancePaid and Unpaid Leave of Absences
