What are the responsibilities and job description for the Software Support Analyst I position at i3 Verticals?
JOB TITLE: Software Support Analyst I
DEPARTMENT: Enterprise Solutions
REPORTS TO: Support Manager
JOB LOCATION: Remote – U.S. based
TRAVEL: >10%
SUMMARY OF POSITION:
A Software Support Analyst I acts as the first point of contact for issues reported by the customer. They are responsible for troubleshooting and resolving support issues with customers and third parties in a timely and professional manner with a deep commitment to excellent customer satisfaction. This position is an afternoon/evening shift (12pm-9pm).
ESSENTIAL DUTIES & RESPONSIBILITIES:
- Answers the Helpdesk phone line and email inbox to assist users with software support requests.
- Effectively communicates with the customers and third parties daily to resolve issues in a timely manner.
- Tracks all activity related to each issue and documents progress daily.
- Follows proper escalation procedure to engage secondary support when necessary.
- Works toward continually gaining extensive knowledge of supported products.
- Occasional training of end-users on filing process.
MINIMUM QUALIFICATIONS (EDUCATION AND EXPERIENCE):
- High school diploma/some college coursework
- 2 years of real helpdesk experience
- Experience in the legal field is a plus
- Good oral and written communication abilities
- Interpret support requests and quickly identify the resolution
- Strong Windows background and experience
- Excellent analytical and problem-solving skills
- Strong ability to operate in a close team environment
- Strong typing skills: 60 wpm
- Experience working remotely in a technical role
Not currently recruiting from California, Colorado, Connecticut, Maryland, Nevada, New Jersey, Ohio, Rhode Island, Washington, or New York
Experience
Required- 2 years of Helpdesk experience
Education
Required- High School or better
Equal Opportunity Employer
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