Support Analyst II – Learning Platform

Support Analyst II – Learning Platform

Requirements

• Degree in Information Systems or related discipline, or equivalent experience.
• Strong analytical and communications skills.
• Sound judgment.
• Ability to work effectively with clients and technical staff both inside and outside NBS.
• Ability to interpret technical subjects and use technical troubleshooting skills and tools.
• Working knowledge of general networking concepts and devices.
• Proficient in running intermediate DB queries in SQL.
• Proficiency in individual transaction research, analysis and resolution of server connection errors, and EOD file creation errors.
• Ability to determine appropriate resolution for failures of credit card settlement jobs.
• Willingness and ability to learn about NBS products and systems.
• Strong record in collaborating with other teams, showing initiative, peer development and personal dependability.

Responsibilities

• Performs issue intake via phone, email, instant messenger, ticketing, and system alerts.
• Provides Tier II technical support for NBS developed applications and systems.
• Provides helpful, courteous, and timely customer service.
• Interprets, evaluates, and resolves (where possible) inquiries pertaining to the use of NBS application software as appropriate.
• Analyzes simple to complex inquiries and determines appropriate solutions when possible.
• Works with developers, network technicians, and other personnel when needed to resolve customer inquiries and issues.
• Alerts supervisors and team members when major issues are suspected.
• Documents and tracks status of client’s inquiries and coordinates appropriate response.
• Performs follow up to ensure that inquiries were resolved in a timely manner.
• Assists with testing as needed.

Preferred Qualifications

• Experience in presenting complex concepts to individuals and groups is desired.