Support Analyst

IIBA (International Institute of Business Analysis); Jackson (MS); Remote; USD 50,000 - 75,000; Full time

Job summary

A leading company in business analysis seeks a Technical Support Specialist to provide excellent remote support to customers. The role involves troubleshooting software issues, managing customer communication, and collaborating with technical teams. The ideal candidate excels in customer service, possesses strong analytical skills, and thrives in a fast-paced environment. Experience with CRM platforms and a knowledge of public sector tax appraisal will be advantageous.

Qualifications

• 3-5 years of customer service experience in a technical environment preferred.
• Experience working with local government tax appraisal is a plus.
• Excellent verbal and written communication skills.

Responsibilities

• Provide technical phone support to customers in a remote environment.
• Document customer communication through internal ticketing.
• Diagnose software issues and perform appropriate fixes.

Skills

Customer service

Troubleshooting

Analytical skills

Problem-solving

Communication

Tools

CRM platforms

Microsoft 365

Teams

VOIP systems

Job description

Core responsibilities of the position include, but are not limited to, the following:

• Technical phone support to customers in a remote environment.
• Documentation of all customer communication through internal ticketing system, Team Support.
• Diagnosing software issues / bugs, performing the appropriate fixes; working with other members of the technical support and software development teams to identify and resolve problems efficiently.
• Installing and updating Delta product line applications, integrated 3rd party applications, and operating system and/or database applications.
• Learning, understanding, implementing, and training on a variety of software applications.
• Identifying and communicating additional revenue streams/opportunities within the support arena.
• Providing regular and timely status reports and progress updates to the Support Services Manager.
• Travel less than 15%.

The ideal candidate must possess a high level of initiative, aptitude, and energy to succeed in a fast-paced environment. We also seek candidates with several of the following attributes:

Essential Qualifications

• 3-5 years of customer service experience in a technical environment preferred.
• Experience working within or as a vendor for local government tax appraisal, assessment, and collection groups is a plus.
• Knowledge of IBM AS400 environment is desirable but not required.
• Familiarity with CRM platforms for documenting customer communication.
• Experience with Microsoft 365, Teams, and VOIP systems is preferred.
• Demonstrated ability to work effectively within a team-based environment.
• Comfortable appearing on camera for customer-facing and internal team calls/trainings.
• Excellent verbal and written communication skills.
• Outstanding customer service and organizational skills.
• Strong troubleshooting, analytical, and problem-solving skills.
• Positive, results-oriented mindset.
• Ability to multi-task and meet deadlines consistently.
• Self-starter capable of working independently and in groups.
• Ability to speak comfortably in front of groups.
• This is a remote position. Equipment will be provided, but a dedicated workspace within your location of choice is required.