We support democracy.
Our vision at Election Systems & Software (ES&S) is simple and unwavering — we provide products and services of exceptional quality and value to maintain voter confidence and enhance the voting experience. We accomplish this through continuous investments in research and development, resulting in regular product updates and security enhancements for each voting system we design, build, sell and support.
Join the ES&S team where we are crafting the future of voting in the United States! On our team, you will push boundaries to provide solutions that meet the industry’s ever-evolving needs. Our people apply their innovative perspectives to challenges big and small, and ES&S provides the resources to make our employees’ vision a reality.
Summary/Objective: A Software Support Analyst is responsible to provide resolution to basic software issues among ES&S internal and external customers. This responsibility includes but is not limited to, evaluating, troubleshooting and facilitating the resolution of technical issues using documented processes and procedures via phone, email and online support tools. This role requires working flexible hours including being on call as needed.
Essential Duties and Responsibilities:
1. Facilitates issue resolution process from initial diagnosis, recommending correction process and follow up to ensure customer satisfaction. Certain issues may require assistance/advice from more experienced Analysts and SMEs to ensure issue resolution.
2. Determine the problem type (e.g. procedural, technical) in order to route the issue, as necessary to appropriate subject matter experts.
3. Utilize and contribute to knowledge database resources to provide best practices and recommendations for issue mitigation.
4. Document and categorize technical support interactions into a knowledge repository database, which is utilized by internal resources for product and process enhancements.
5. Collaborate with team members and cross-departmental resources to share knowledge on impactful trends.

Travel: Up to 10% of travel is anticipated.
Experience: 0- 2 years experience in a customer-facing technical support role

Qualifications:

• Application Support role experience desirable (Windows-based application knowledge)
• Proficiency with software applications;
• Network setup and troubleshooting
• Customer communication skills (verbal and written)
• Technical capacity (e.g. Data analysis, Computer setup & configuration)
• Problem Solving/Analysis

Election Systems & Software, LLC is an Equal Opportunity Employer that does not discriminate on the basis of actual or perceived race, color, creed, religion, national origin, ancestry, citizenship status, age, sex or gender (including pregnancy, childbirth and pregnancy-related conditions), gender identity or expression (including transgender status), sexual orientation, marital status, military service and veteran status, physical or mental disability, genetic information, or any other characteristic protected by applicable federal, state or local laws and ordinances. Election Systems & Software, LLC's management team is dedicated to this policy with respect to recruitment, hiring, placement, promotion, transfer, training, compensation, benefits, employee activities, access to facilities and programs and general treatment during employment.

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