Software Support Analyst I
hace 2 semanas
**We're looking for a Software Support Analyst I to join our team**
The Software Support Analyst I provides technical support on regular production issues, processes and procedures; resolve product and service concerns and/or opportunities by utilizing product knowledge and organization acumen. Support clients on multiple products and/or functions. Develop relationships internally and externally that foster collaboration; maintain a knowledge level of support areas conducive for effective analysis of solutions
- Note: Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time._
**Key Position Responsibilities**
- Provide technical support to internal and external users regarding the resolution of production issues, processes, and procedures; respond promptly and professionally; analyze impact and scope to determine Level 1 issue resolution
- Assist in all technical problems (i.e. performance, security, etc.) for the multi-products supported
- Effectively troubleshoot, replicate and leverage existing workarounds as needed and in interim to ensure client service
- Document and communicate the results to internal and external users
- Identify user needs and requirements to existing and proposed system issues; document user requirements thoroughly via the client portal
- Maintain appropriate record of resolution through the CRM system
- Use Knowledge Management database to locate solutions to issues
- Ensure case notes thoroughly detail the problem and resolution are comprehensive of the issue and are documented professionally
- Stay current with emerging technology and trends in order to provide technical support for product rollouts and/or existing offerings
- Remain proficient on operating systems, operations acumen, and daily operations
- Perform other related duties as assigned
- Act with integrity and demonstrates ethical behavior in all matters with all stakeholders
- Take full responsibility for ensuring internal and external customer satisfaction
- Demonstrate initiative, drive and determination to achieve results, success and growth
- Maintains a high level of energy, enthusiasm, engagement and commitment to action
- Develop trust and models open, candid, respectful communication and collaborative teamwork
- Demonstrate a high degree of self-awareness and commitment to personal development and learning
**Minimum Position Qualifications**
- Fluent in English (written and verbal)
- Equivalent technical training & experience in client relations
- Basic working knowledge of business operations
- Should be developing skills in the following areas:
- Troubleshooting and Analysis
- Technical
- Problem Solving
- Communication - Verbal & Written
- Negotiation
- Leadership
- Analytical
- Time Management
**Essential Job Functions**:
- Interact effectively with teammates, colleagues and customers
- Comprehend and communicate complex concepts
- Concentrate, analyze and resolve complex problems
**How You'll Grow**:
- In the past 12 months, nearly one-third of our employees experienced career growth in the form of promotions, career changes, and lateral moves
- Merit-based compensation philosophy and a corporate bonus program
- There are clear paths of growth within our roles
**What WE Can Offer**:
The opportunity to grow as a professional - and as a person - through various company-provided development opportunities, including:
- SovosYOU
- CLOUD Rotation Program
- the IDEA Mentor Program
- LEADS and IMPACT
- Tuition Reimbursement
- Progressive Wellness Program
The challenge of working in an emerging market and solving complex problems for our clients is a large one. Businesses are struggling to keep up with the pace, volume, and complexity of regulatory requirements. In fact, 45% of CFOs say compliance is their "biggest growth challenge." That is why over half of the Fortune 500 counts on Sovos to solve their complex business-to-government compliance challenges. Our employees work on meaningful and engaging projects that make a tangible impact on our clients' success.
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