Client Help Desk - Software Support Analyst
Orbit Group Partners Inc. - Markham, ON

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ROLE OVERVIEW:

The Client Support Analyst (CSA) is responsible for providing effective and efficient product support for Orbit’s enterprise software products. This role requires a seasoned individual with a track record of finding comprehensive and creative solutions to unique problems, and only those who will thrive in challenging situations. With our rapidly growing customer base, the CSA is supporting a range of technologies thus needs to be a highly motivated self-starter who has proven experience in providing technical application support with a high degree of customer centric focus, technical expertise and the ability to articulate solutions to a variety of audiences.

NOTE: This is not an entry-level opportunity; applicants without corresponding experience should not apply.

CORE RESPONSIBILITIES:

- Work directly with customers to triage their technical issues and provide resolution on support issues, facilitate testing and validate deliverables within the scope of support per the client service agreements

- Provide solutions to a variety of technical problems of varied scope and complexity

- Participate in application projects including testing, deployments, releases, configuration and training

- Handle exceptions and alerts for production applications during business hours or as part of expanded coverage conditions

- Escalate or follow-up on customer problems with Account Management, Software Development and Data Integration.

- Take ownership of problems, and take initiative to drive fixes to conclusion

- Author status and monitoring reports, training documents, requirements, test cases

- Accommodate occasional odd work hours to support national and international customers and participate in expanded coverage conditions

- Travel periodically to customer sites as required

MINIMUM REQUIRED QUALIFICATIONS:

- A minimum of 3 years of relevant experience interfacing with direct end-user customers and partners in a Software application Help Desk / Support Role managing the following items;

 Collecting user impact information required support information necessary for investigation.

 Handling Internal incident management process within established Service Level Agreements

 Communicating/updating client contacts with status and resolution and recovery.

- Expert level knowledge of MS Excel 2007

- Excellent technical, analytical, written, verbal, interpersonal communications skills are required to interact with clients and business users

- Experience with supporting remote server environments

- Experience working with different functional reporting and/ technical support teams (ideally call/contact centre)

- Excellent organizational skills - ability to set own task lists and time lines

- Bachelor's degree in Computer Science, MIS/CIS (or equivalent) preferred

ASSETS:

- Strong knowledge of application development lifecycle support skills including expertise with developing SQL scripts and queries in MS SQL

- Intermediate System Administration level knowledge of SQL and Windows Server 2003

- Experience implementing or supporting software applications, business intelligence solutions.

- Experience supporting applications in hosting environment or software as a service.

- Familiarity with Call Centre enterprise applications (e.g., Telephony Systems - Aspect, Avaya, Siebel, Genesis, Workforce Systems – IEX, Aspect eWFM, Blue Pumpkin, Quality Systems – Witness/Verint, Nice, Sales Systems, HR Systems – HRIS, PeopleSoft, Ticketing Systems – Remedy, Back-office)

- Familiarity with business intelligence (BI) applications, performance management, or sales performance software or services.

for more information on our company please visit www.orbitgroup.ca


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About this company
Orbit is a leader in contact centre performance improvement. We take good clients and make them better, stronger, fitter – like boot...