Technical Support Analyst I

Description

Job Summary: The Technical Support Analyst I is part of a high-paced customer-facing team which supports Geographic Solutions’ Virtual OneStop® application. The position requires strong troubleshooting, analytical skills, and can work under high pressure as part of a team or alone. Under supervision, carries out the procedures to ensure timely and accurate resolution for clients. Responsible for providing as the primary interface with our clients and to assist them with defining problems they might experience in the company’s web-based applications. Once a problem is identified, ensure the problem description is properly documented in the company’s ticketing system and assigned to the correct team for resolution.

Viable candidates must be willing to work onsite at GSI's headquarters in Palm Harbor, Florida daily.

Requirements

Duties and Responsibilities:

• Monitor real-time error logging for Production level systems. (Orion, Auto error, Dynatrace, SQL Jobs, …)
• Process Online Project Communication (OPC) tickets
• Answer inbound calls from customers
• Troubleshoot issues with the company’s web-based application.
• Provides excellent customer service, including excellent communications, and responsive follow-through.
• Prioritize issues of varying severity and manage the resolution of all issues within the accepted service levels.
• Collaborating with peers to resolve client issues
• Analyzing technical trends and providing feedback to their Team Lead
• Adhere to company policies and procedures
• Conduct to reflect a professional attitude and actions
• Willing to do shift work as required
• Other duties and special projects as assigned

Work Experience / Knowledge:

• Proficient in functionality of assigned projects and PC skills
• Ability to use analytical skills to research and document issues
• Ability to seek appropriate resources or mentors on projects
• Ability to re-create client issues and document test paths
• Excellent written and verbal communication skills, which are used with team members and clients in the form of phone calls, formal training, and mentoring
• Work with DBAs, Developers, SCM, SQA and System Administration for issue documentation and resolution

Qualifications / Certifications:

• Associate degree
• 1 to 2 years or more experience in a client facing call center, help desk or technical support environment or equivalent consulting experience or equivalent combination of education and experience

Additional Requirements:

• Testing methodologies and theory
• Microsoft SQL server understanding
• Windows Operating Systems understanding
• PC hardware configuration understanding
• Microsoft Office proficiency
• Reliable Transportation
• Physical requirements of the job may include but are not limited to: Ability to lift 50lbs, sit or stand for long periods of time, stay awake during evening and night shifts.

Equal Opportunity Employer. M/F/D/V