Software Support Analyst

RightRez; Denver (CO); Remote; USD 50,000 - 80,000; Full time

Job summary

A small company specializing in automated air travel booking seeks a full-time remote Tier 2 or Tier 3 Support Analyst. This role involves providing technical support, documenting software issues, and working alongside development teams to resolve client issues. With a comprehensive benefits package and opportunities for growth, this position is ideal for motivated individuals with a background in software support or development.

Benefits

Comprehensive Benefits Package including Medical, Dental, and Life insurance

Retirement Savings Plan with company match

Paid Holidays

Personal Time Off

Flexible work environment

Qualifications

• Minimum 2 years software support experience or 1 year software development experience.
• Ability to work independently and manage multiple tasks.
• Detail-oriented with a positive attitude.

Responsibilities

• Provide advanced troubleshooting support for clients and success managers.
• Manage multiple support requests and prioritize effectively.
• Document findings and communicate with clients professionally.

Skills

Analytical skills

Troubleshooting skills

Time management

Organizational skills

Problem solving

Education

Bachelor's degree or equivalent experience

Tools

SQL

Job description

This is a full-time remote role for a Tier 2 or Tier 3 Support Analyst position. The support analyst position is responsible for effective and efficient Tier 2 or Tier 3 support to RightRez clients and RightRez Customer Success Managers on RightRez software solutions, researching at a deep level and preparing issues for software developers to address.

You will be joining a small company that creates and provides automated air travel booking and management technology to an array of leisure and commercial travel firms around the world. Current clients include EF Education, Grand Circle Travel, Gate 1, AAA, Carnival, and many more.

Key Responsibilities

• Advanced troubleshooting and technology support for RightRez Customer Success Managers and clients
• Manage multiple support requests, prioritizing to meet deadlines
• Troubleshoot highly involved technical issues and work with software development to bring to resolution
• Communicate directly with clients in a professional manner
• Document findings and resolution providing useful feedback for similar future support requests
• Effectively document software issues and defects
• Daily monitoring of clients’ RightRez software setups
• Some software training
• Installation of RightRez software including new client setup and general software releases
• Opportunity to get directly involved with the code-base for troubleshooting and bug fixing

Benefits You Will Enjoy

• Comprehensive Benefits Package that will include Medical, Dental, and Life insurance plans
• Retirement Savings Plan with company match
• Paid Holidays
• Personal Time Off
• Flexible work environment
• Minimum 2 years of software support experience or 1 year of software development experience
• Bachelor’s degree or equivalent experience
• Basic knowledge of SQL
• Strong analytical and troubleshooting skills
• Ability to work independently utilizing time management and organizational skills to manage multiple tasks and prioritize while consistently meeting deadlines
• Positive attitude and team oriented mind set
• Detail oriented and a problem solver
• Ability to work with and understand software functionality as well as proprietary industry systems
• Knowledge of standard methodologies used in software support