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Senior Support Analyst

 

Summary

As a Senior Support Analyst for the Client Support team, you will provide quality first and second level support to our Messagepoint client messaging platform clients. You will be responsible for building and managing internal and external client relationships as well as exhibiting and maintaining strong professionalism in your everyday interactions. This Senior Support Analyst requires a tech-savvy, highly-motivated individual who is familiar and comfortable with 24x7 support operations.

Responsibilities

Manage full cycle process of client support cases/issues from beginning to end while investigating, troubleshooting and resolving technical operational issues in a timely manner.
Responsible for identifying and reporting bugs to Product Development, ensuring pre-requisites are met, all required information is readily available and assist with resolutions where needed.
Manage client expectations for both short and long term support solutions and resolutions.
Provide appropriate situation-based decision making for issue escalations using sound judgement.
Provide after hours and weekend on-call support on a rotation basis as part of the client support team.
Continuously improve your Messagepoint product knowledge in order to handle client ‘how-to’ questions and identify product deficiencies.
Help refine processes, systems, and technology to support and enhance the technical support function, including workflow, incident and feedback management.

Qualifications and Skills

Strong client-facing experience including exceptional written and verbal communication.
At least 5+ years’ experience working with a wide range of systems and platforms including but not limited to:

Operating systems and software: Unix, Linux, Windows, z/OS
Web containers: JBoss
Database software: Oracle

Knowledge of troubleshooting and implementing Web technologies.
Knowledge of programming and software development concepts.
Detail oriented and self-motivated individual with strong proven track record of client service.
Familiarity with composition, HP Exstream/Dialogue or GMC Inspire
Familiarity with CRM and/or incident tracking and management systems.
Ability to work productively and independently while effectively collaborating with team members.

We’re looking forward to hearing from you!

We thank you for your interest, however, only those who qualify for an interview will be contacted.

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