Support Analyst

Delta Computer Systems, Inc; Jackson (MS); Remote; USD 45,000 - 60,000; Full time

Job summary

A leading company in software solutions is seeking a dedicated Technical Support Specialist to provide remote assistance to customers. The role involves diagnosing software issues, documenting communications, and collaborating with teams to ensure customer satisfaction. Ideal candidates will have strong customer service skills, experience in technical environments, and the ability to thrive in a fast-paced setting. This remote position requires a dedicated workspace and offers opportunities for professional growth.

Qualifications

• 3-5 years of customer service experience in a technical environment preferred.
• Experience with IBM AS400 environment is desirable but not required.

Responsibilities

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

Skills

Customer Service

Communication

Problem Solving

Team Collaboration

Tools

Microsoft 365

CRM Platforms

VOIP Systems

Job description

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

1. Technical phone support to customers in a remote environment.
2. Documentation of all customer communication through internal ticketing system, Team Support.
3. 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 in a timely, efficient, and effective manner.
4. Installing and updating Delta product line applications, integrated 3rd party applications, and operating system and/or database applications.
5. Learning, understanding, implementing, and training on a variety of software applications.
6. Identifying and communicating additional revenue streams/opportunities within the support arena.
7. Providing regular and timely status reports and progress updates to the Support Services Manager.
8. Travel less than 15%.

The desired candidate must possess a high level of initiative, aptitude, and energy to succeed in a fast-paced environment. We also require 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 using CRM platforms to document all customer communication.
• Experience with Microsoft 365, Teams, and VOIP systems is preferred.
• Demonstrated ability to work effectively within a collaborative, team-based environment.
• Comfort appearing on camera for customer-facing and internal team calls/trainings.
• Excellent verbal and written communication skills.
• Outstanding customer service and organizational skills.
• Exceptional analytical, troubleshooting, and problem-solving skills.
• Positive, results-oriented mindset.
• Ability to multi-task effectively and meet deadlines consistently.
• Self-starter with the ability to work independently and in groups.
• Comfortable speaking in front of groups of customers.
• This is a remote position. While equipment will be provided, a dedicated workspace within your location of choice is required.