Technical Support Analyst

Job Locations US-MA-Watertown
Category
Quality Assurance / Tier II Support
Type
Regular Full-Time

Purpose

The Technical Support team is responsible for fielding Level 2 (i.e. non-customer-service, technical in nature) support issues from our primary web-based products and coordinating the development of software fixes. The Technical Support Analyst role will be interacting with internal clients and external partners, replicating and troubleshooting reported issues and coordinating tasks and fixes with local and overseas development and quality assurance teams.

 

Accountabilities

  1. Responding and following up with clients in a timely manner, ensuring we meet client SLAs
  2. Interacting heavily with developers, QA, Project/Implementation Managers, and operations staff to coordinate fixes
  3. Testing software fixes in testing or production environment to confirm issues are correctly resolved
  4. Troubleshooting web applications, testing reported software bugs to reproduce issues
  5. Writing basic SQL Queries to identify and document data problems
  6. Developing and running basic ad-hoc reports for our clients
  7. Sending automated email blasts to our clients
  8. Creating and publishing solution knowledge articles for re-use by peers

Position Requirements

  • Bachelor’s degree in Computer Science or an IT-related discipline or equivalent experience
  • 1+ years of solid software support, preferably for web-based applications
  • Basic SQL skills and familiarity with relational databases
  • Experience with Microsoft Office, especially Excel
  • Experience with writing clear and detailed tickets while logging bug investigation, diagnosis and escalation
  • Excellent verbal and written communication skills with experience interacting directly with external clients in a tactful manner

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