Careers@HandySoft

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Technical Support Analyst (Level 2) (#7048)

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.

Join the technical support team for a world leading Business Process Management software company. HandySoft seeks talented technical support specialists with a passion for helping customers and partners with business process automation. We are a company committed to changing the way enterprises do business.

Essential Duties and Responsibilities:

• Provide technical support to customers, partners, and prospects for HandySoft’s award winning suite of BPM software featuring "BizFlow."
• Interact with customers via web based ticket system, phone and email communications in order to resolve product related issues.
• Demonstrates technical expertise on all base product functionality plus the optional adapters and supporting platforms.
• Consult with customers on the installation of BizFlow server and related patches, service packs and upgrade packages.
• Interfaces with customers to troubleshoot, analyze, reproduce, debug, and track technical problems.
• Makes recommendations to remedy errors and offers configuration guidelines to improve system performance.
• Escalates issues to Level 3 that require development of advanced debugging modules, compiled code or patch creation.
• Write and manage FAQ, knowledge base articles, and technical documents.
• Work closely with other technical support specialists, testers, consultants, and R&D engineers.

Required:

• 2+ years experience in troubleshooting technical issues, isolating the causes, and communicating resolution approach with business and technical users.
• Excellent interpersonal skills, maintaining the highest professionalism in customer interactions including verbal and written communications.
• Experience with utilities and techniques to trace, track and monitor systems to reveal root cause of reported issues.
• Working knowledge/understanding/experience with
  • Windows, UNIX, or Linux operating systems.
  • Structured query language (SQL) using Microsoft SQL Server and/or Oracle RDBMS.
  • Oracle WebLogic, IBM WebSphere, and/or Apache Tomcat Web Application Server.
  • Java language.
  • HTML, Java scripting, JSP
  • XML, XPath, SOAP, WSDL, Web Services, AXIS, and other related technologies.
• Ability to work outside of prime time business hours to support occasional emergency business issues and routine system deployments.
• Willingness to work On Call for periods of time.
• Must be a self-starter that can work in small teams as well as work independently.

Desired:

• Prior experience with workflow systems, business process management, rule engines, document management systems, complex event processing, data visualization.
• Experience with social software and ideas to leverage such technologies in customer support.
• Preference given to qualified candidates who possess an active security clearance.

Required Education:

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

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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