Support Analyst

Job Overview

At Temp Works, the Support Analyst is responsible for providing exceptional support to end users of a proprietary software package on a wide variety of issues. The Support Analyst identifies, researches, and resolves software related issues. The Support Analyst also responds to telephone calls, emails, and internal requests for software support. The Support Analyst documents, tracks, and monitors the problem to ensure a timely resolution.

• Create and maintain positive customer relationships
• Utilize help desk software to track and resolve software problems and requests
• Communicate professionally and effectively with customers at all levels. Explain technical details in a plain, clear, and simple manner
• Troubleshoot and triage incoming support requests related to Temp Works' enterprise and hosted software solutions
• Identify the nature of issues (e.g., software bugs, setup errors, corrupted data, user error) and escalated appropriately to internal teams
• Be on-call for support issues during non-business hours on a rotating basis
• Willingness to learn new technologies as they become available
• Assist in the development of online FAQs and knowledge base
• Learning and understanding of all aspects of the Temp Works products, including the core enterprise system, Web Center, and other ancillary product lines
• Report all billable hours and expenses
• Performs other related duties as assigned

• Excellent verbal and written communication skills
• Excellent interpersonal and customer service skills
• Proficient in Microsoft Office Suite or related software
• Excellent organization skills and attention to detail
• Basic understanding of software procedures and systems such as SQL
• Ability to work independently

• Associates degree or higher preferred
• 1+ years of customer service experience
• Ability to be self-taught in a variety of software applications and languages
• Ability to learn new technologies, software platforms, and retain information quickly
• Team player with goal-oriented personality
• Ability to work with non-technical end users on first level support issues

• Prolonged periods sitting at desk and working on a computer
• Must be able to lift up to 10 pounds at times

• Paid Time Off
• Holiday Pay
• Medical Insurance
• Health Savings Account with Employer Contribution
• Vision Insurance
• 401(k) with Employer Match
• Life Insurance and AD&D
• Short-Term and Long-Term Disability Insurance
• Paid and Unpaid Leave of Absences