Software Support Analyst I

  • Breg
  • Carlsbad, CA, USA
  • Nov 09, 2020
[Information Technology]

Job Description

Are you looking for an exciting opportunity?We currently have a full-time opening for Software Support Analyst, I in Carlsbad, CA. If you are looking for a fast paced environment where you can make a difference every day, then this is the opportunity for you! This position is responsible for providing external, customer-facing, responsive, and quality technical support for Bregs software portfolio. S/he will perform immediate troubleshooting and analysis of technical problems and implements, or directs, the implementation of corrective action to restore function and avoid recurrence. S/he will also act as the customers point-of contact for problem escalation and resolution as required while recording all incidents into the case tracking system and maintaining accountability and ownership of reported issue until resolution. This person will work, and direct activities as appropriate, with product manager(s), project manager(s), development team(s), implementation team(s), CSRs, and customers on an extensive basis.Your day will be very busy this personOwns the post-sales/post software implementation customer relationship and aims to delight customers with every engagement.Provides technical support via phone and email for the companys product portfolio by answering how-to questions, answering technical inquiries, diagnosing reported problems or configuration issues, recommending possible solutions and follows issues through to successful resolution.Effectively and accurately reproduces issue and provides accurate detailed technical information to internal teams as required to drive to resolution.Leads and manages the interactions with appropriate technical/programming personnel for customer problems that cannot be resolved quickly and monitors progress to problem resolution and initiates timely feedback to management and the customer.Leads and manages the interactions with Customer Care and other departments to ensure the complaint management processes is communicated and adhered to.Participates in and leads new, and existing, process development efforts focused on improved service delivery standards.Maintains an understanding of the order processing flows, the RMA processes and adheres to existing product complaint and documentation requirements.Creates and documents knowledge gained from every customer interaction to contribute to knowledge growth and expansion of the Technical Support Team.Documents all customer-reported problems in the ticket tracking system, including the nature of the enquiry, and the resolution recommended.Meets service delivery metrics as defined by the department and perform special projects and tasks as assigned.The right person to join our team will... Demonstrate ownership and accountability, as well as have the ability to plan and execute projects, communicate effectively both written and verbal, and lead and influence others effectively. This person must be creative and thoughtful in their approach as well as be a synthesizer and storyteller, aiding in translating data into actionable insights.What your background will be:Bachelors Degree in Computer Science, Information Systems, Life Sciences or an equivalent combination of education and work experience.At least 1 years experience and knowledge of working in technical support or customer support external customer-facing environments is required.Strong customer service background with the ability to present information effectively; possess a professional and friendly phone manner; strong written communication skills.Experience analyzing, assessing and resolving complex system level software issues. Highly analytical; can think outside the box to solve customer issues.Ability to work independently and as part of a team in a customer-driven, fast-paced environment.Ability to leverage scripting tools to continually improve process efficiencies.Ability to communicate effectively with customers who may have a limited knowledge of computer systems operations and equipment.Demonstrable proficiency in the following areas:MSSQL (Stored Procedures, Ad Hoc queries using sqlcmd or SSMS)Experienced software installation in Windows OSTCP/IP (DNS, UDP/TCP, ICMP, ARP)Virtualization platformsMicrosoft Office Tools (MS-Word, Excel, Outlook, PowerPoint)Remote Connection Software (GoToMeeting, Microsoft Remote Desktop, VNC, Skype, Google Hangouts)Salesforce or other CRMs, Jira or other bug tracking tools.Apple iOS (iPhone, iPad, application installation, settings)Understanding of EMRs, HL7 and integrationsAdditional preferred knowledge:Knowledge of PythonKnowledge of C#Knowledge of KibanaKnowledge of ElasticsearchKnowledge of ASP.NETKnowledge of HTML5Knowledge of CSSKnowledge of JavaScriptKnowledge of at least 1 major network Firewall systemFor five consecutive years Breg has been awarded The National Business Research Institute (NBRI) Circle of Excellence Award for employee engagement AND Breg has been awarded as one of the Best Places to work in San Diego in 2014 by The U-T San Diego Top WorkplacesIf you meet the requirements above and would like to apply for this position, please visit our website at and click on the Careers section.Breg is an Equal Employment Opportunity Employer and dedicated to a diverse work force and Drug Free work environment. EOE/Minorities/Females/Vet/Disabled are encouraged to apply.
Associated topics: accumulate, analyse, analyst, customer service, customer service analyst, data, report, statistics, support analyst