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Careers@HandySoft

Technical Support Analyst - Level 2 (#7022)

Location	Status	Experience	Travel
USA	Full Time, Regular	5+ Years	None

HandySoft Global Corporation is the premier provider of enterprise solutions that automate and monitor business processes; capture and enforce best practices; ensure regulatory compliance; and reduce risk. With BizFlow, our award-winning business process management (BPM) and workflow platform at the core, HandySoft delivers process improvement solutions in hundreds of commercial and public sector sites worldwide.

We seek an experienced Technical Support Analyst – Level 2 to join our Customer Support Team! Essential duties include the following. Other duties may be assigned to meet business needs.

We seek candidates who are eager to grow in this role and who can wear more than one hat to support our software training and/or sales engineering teams. Preference given to qualified candidates who possess an active security clearance.

Essential Duties and Responsibilities:

Support enterprise-level deployments of HSG web-based workflow applications.
Respond to issues via phone online ticket system, phone, and email communications.
Troubleshoot, analyze, debug, and track technical problems reported by end users.
Provide detailed weekly status reports of customer tickets closed and issues resolved.
Document current status of all incidents and provide detailed notes on ticket resolution.
Compose Technical documentation for publishing into Knowledge Base.
Participate in team meetings to discuss customer concerns and address technical support procedures.

Required Knowledge & Experience:

Minimum 5 years proven IT technical support experience at the enterprise level.
Exceptional verbal, written, interpersonal, and customer-facing skills.
Understanding of Web technologies such as JSP, HTML, XML, COM.
Working knowledge of operating systems, applications and networks.
Software, network and hardware troubleshooting skills gained through experience and /or training.
Exposure to one or more platforms of UNIX or Windows Server.
Knowledge of web servers such as Apache Tomcat, BEA WebLogic.
Basic understanding of SQL using MS SQL Server or Oracle.
3+ years experience working in a tiered response structure preferred.
Exposure to enterprise workflow solutions or related technologies preferred.
Respond promptly to customer needs and solicit customer feedback to improve service.
Provide timely feedback to the team regarding customer concerns.
Other duties as assigned.

Essential Attributes

Must have strong English language skills and ability to communicate effectively and efficiently with all customers and all staff levels in a professional and courteous manner.
Proven commitment to customer satisfaction a must.
Exhibit highest level of professional, diplomacy, and calm-under-pressure demeanor.
Strong analytical skills; must be a critical thinker.
Strong organizational skills; Ability to focus close attention to details across varied tasks.
Ability to work both independently and as a strong team player.
Ability to work with moderate supervision to complete tasks.
Flexible and able to work under tight schedules to meet deadlines.
Ability to assist with on-call customer support as needed.

Education:

B.S. or B.A. degree in Computer Science, Information Systems or equivalent

Benefits:
We have excellent opportunities for motivated and skilled individuals interested in working for an exciting software company. HandySoft offers competitive compensation and a progressive benefits package, which includes:

Medical insurance including vision and dental coverage
Flexible Spending Accounts
Vacation, Sick, & Holiday Leave
401(k) Retirement Plan
Life/Long-term/Short-term Disability Insurances

HandySoft is committed to maintaining a diverse and talented workforce and is an Affirmative Action/Equal Opportunity Employer M/F/D/V.

Please direct resumes and salary requirements to: careers@handysoft.com

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