Software Support Analyst - Helpdesk & Troubleshooter

Lucas James Talent Partners; BLOOMINGTON (MN); On-site; USD 40,000 - 55,000; Full time

Benefits offered by this job

Paid Time Off

Holiday Pay

Medical Insurance

Health Savings Account with EmployerA

Vision Insurance

401(k) with Employer Match

Life Insurance and AD&D

Short-Term and Long-Term Disability

Job summary

TempWorks Software is seeking a Support Analyst to deliver exceptional assistance to end users of our proprietary software across a range of issues. You will identify, research, and resolve software problems while documenting and tracking cases to ensure timely solutions.

This role requires on-call support during non-business hours on a rotating basis. You will build knowledge of TempWorks products, collaborate with teams, and contribute to FAQs and knowledge bases, with comprehensive benefits

Qualifications

• Associates degree or higher preferred.
• 1+ years of customer service experience.
• 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.

Responsibilities

• 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 TempWorks' enterprise and hosted software solutions.
• Identify the nature of issues (e.g., software bugs, setup errors, corrupted data, user error) and elevate appropriately to internal teams.
• Required to 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 TempWorks 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.

Skills

Verbal communication

Written communication

Interpersonal skills

Customer service

Microsoft Office

Attention to detail

SQL basics

Self-motivated

Education

Associates degree or higher preferred

Job description

TempWorks Software is seeking a Support Analyst to deliver exceptional assistance to end users of our proprietary software across a range of issues. You will identify, research, and resolve software problems while documenting and tracking cases to ensure timely solutions.

This role requires on-call support during non-business hours on a rotating basis. You will build knowledge of TempWorks products, collaborate with teams, and contribute to FAQs and knowledge bases, with comprehensive benefits