Intro:
TempWorks Software, an industry-leader in integrated front and back office software solutions for staffing agencies is seeking a Support Analyst to join our technical support team. As a fast-paced company, TempWorks Software offers entry to mid-level applicants a great opportunity to gain experience with Microsoft SQL Server, customer service, and advanced troubleshooting.
Position Summary:
Provides support to end users of a proprietary Microsoft SQL Server-based software package on a wide variety of issues. Identifies, researches, and resolves software related issues. Responds to telephone calls, email and internal requests for software support. Documents, tracks, and monitors the problem to ensure a timely resolution. Has knowledge of commonly-used concepts, practices, and procedures in the staffing industry and accounting areas.
Position Responsibilities
- Create and maintain positive customer relationships
- Utilize proprietary, web-based help desk software to track and resolve software problems and requests
- Excellent communication skills both written and oral, interpersonal, organizational skills, and problem solving ability to work with non-technical end users on first level support issues
- Communicate professionally and effectively with customers at all levels. Explain technical details in a plain, clear and simple manner
- Ability to absorb and retain information quickly
- High level of attention to detail and self-motivation
- Team Player with goal-oriented personality
- Troubleshoot and analyze incoming customer calls related to both enterprise and hosted software solutions, utilizing Microsoft SQL Server Management Studio and SQL Server Profiler
- Analyze/test software to determine the type of problems the customer is encountering which could include software bugs, client set up, corrupted data, user error, etc.
- Required to be on-call for support issues during non-business hours on a rotating basis
- Willingness to learn new technologies as they become available
- Assist in the development of online FAQs and knowledge base
- Learning and understanding all aspects of the TempWorks products including the core enterprise system, Web Center, and other ancillary product lines
- Report all billable hours and expenses
- Willingness to take on special projects as assigned
Job Requirements
- Associates or Bachelor’s Degree in Computer Science, Information Systems/Management, or Business Management is preferred
- Experience with Microsoft SQL Server Management Studio (SSMS), Microsoft SQL Server Reporting Services (SSRS), Transact-SQL (T-SQL)
- Ability to be self-taught in a variety of software applications and languages
- 1-2 years of customer service experience
