Technical Client Support Analyst
| Company | KUBRA |
|---|---|
| Location | Tempe, AZ, USA |
| Salary | $Not Provided – $Not Provided |
| Type | Full-Time |
| Degrees | Associate’s |
| Experience Level | Entry Level/New Grad |
Requirements
- Excellent verbal and written communications skills
- Ability to explain technical issues to those unfamiliar with the subject via email, telephone, and in person in a professional manner
- Ability to collaborate with fellow team members and teams across the organization
- Strong technical and problem-solving skills to support understanding of enterprise software solutions, enterprise architecture, and troubleshooting of problems
- Strong work ethic and dedication to providing 100% client satisfaction
- An interest in creating and tinkering with technology
- Associate’s degree or work experience demonstrating professional communication and inter-office skills
- 0-1 years of experience in Customer Service, software/IT support, or as a skilled user of enterprise software
- Demonstrated aptitude for troubleshooting technical problems
- A general understanding of servers, networks, enterprise software, and data integration between enterprise applications
Responsibilities
- Review and react to client support and operational issues, assisting the team with initial triage, understanding of client implementations, and resolution of problems
- Manage communications with clients throughout the life of a request and coordinate with developers and others to address issues
- Lead weekly case review with key clients
- Conduct internal reporting on Key Performance Indicators (KPIs) for cases under management
- Coordinate with various internal teams as necessary, including Product Development, Network Services, Service Delivery, Sales, and Marketing teams
- Work on special projects as required
- Provide on-call after hours support on a rotating basis
- Develop and document new troubleshooting procedures as necessary
- Build and maintain knowledge of supported products and implementations
- Perform configuration and code changes on existing applications to meet customer needs
- Other duties as assigned
Preferred Qualifications
- Diploma or Degree in Computer Information Systems or related program is preferred
- Experience with enterprise software in a support or advanced business user role is strongly preferred
- Familiarity with cloud/virtualized environments (such as AWS, Azure, DigitalOcean, or Google App Engine), relational databases, SQL queries, basic syntax, and C# or Java code is preferred
- Experience with reporting from enterprise applications and data warehouses is preferred
- Basic Linux command line skills are preferred
- Ability to create and edit HTML and embedded CSS, particularly for use in emails, is preferred
- Successful candidates must be able to demonstrate their experience designing and implementing information access solutions on Windows OS using the following tools: Visual Basic, C++, SQL Server, Access, ASP, ASP.Net, C#, JavaScript, HTML and CSS OR the ability to create and run SQL queries, make minor changes to Java code, and create or modify HTML documents