Technical Support Analyst

Responsibilities

• Gain a comprehensive understanding of customer-deployed products, including their core operational functionality
• Handle customer escalations from customer support to investigate and troubleshoot challenging product issues such as product interoperability with the customer operations
• Communicate effectively with customer support to ensure that the proper analysis and investigation materials for the escalated issue are diligently compiled
• Isolate issues and work with product teams on root cause analysis and resolution
• Identify viable workarounds, if applicable, for high-priority issues affecting customer service
• Identify root causes and implement urgent fixes for field-impacting product issues

Qualifications:

• 3+ years of experience in a similar role
• Solid SQL, shell scripting, and XML skills
• Solid business analysis, database, and OS skills with good documentation skills
• Ability to read, troubleshoot and debug code
• Demonstrable technical problem-solving and troubleshooting skills
• Windows technology skills helpful but not required
• BS or MS in Computer Science or equivalent work experience

Additional notes

• 5+ years of experience in a similar support role
• Demonstrable analytical and technical problem-solving and troubleshooting skills
• 2+ years of experience with SQL Server and Oracle within a Windows server environment on enterprise level applications
• Working knowledge of designing, writing, and debugging SQL statements a MUST
• Excellent understanding of database table structures
• Command of the English language – verbal and written communication
• Ability to prioritize and manage time efficiently
• Notice problems from a systemic perspective

Recognizes when action needs to be taken and does so without direction knowledge of other billing platforms a plus