Support Analyst

About the role

The Aumentum Technologies support team is seeking a Support Analyst to provide application support to customers. This involves answering complex questions on the function and usage of our products, investigating, managing, tracking, and closing client support issues, contributing to a knowledge base, supporting user forums, and customer training efforts.

Responsibilities

• Answer complex questions on the function and usage of our products
• Investigate, manage, track, and close client support issues, specifically related to the database and function of the application(s)
• Contribute to a knowledge base and support user forums
• Serve as primary support liaison between the company and the customer
• Work closely with the Manager, Support Services, and the Research and Development team
• Deliver product training virtually and onsite
• Investigate, manage, track, and close client support issues, including those related to database functionality and application behavior
• Avoid a variety of software scenarios, reviewing software configuration, setup, and existing documentation to identify the correct resolution or escalate according to departmental guidelines
• Report detailed information within the client tracking system and document processes and routines by following the defined guidelines and team goals and objectives
• Work closely with other team members, exchanging knowledge through training sessions and meetings, and producing documentation
• Create and conduct training for customers on functionality and best practices for products, including at user conferences
• Collaborate with customers and/or our product and engineering teams to document proposed enhancements and determine cause/resolution to software defects
• Review technical support related processes and documentation for continuous improvement

Requirements

• 3+ years of experience in a Technical Customer Support role
• BS/BA degree in related business or technical field, or equivalent industry experience
• Exceptional customer service and a professional, friendly attitude
• Strong verbal and written communication skills, with a commitment to professionalism toward both clients and co-workers
• Excellent problem solving skills: Identification, solution, and execution
• Team player who is willing to share their knowledge and learn with the team
• Proactive mindset with the ability to anticipate issues and initiate change
• Must possess professional and friendly attitude and be able to quickly develop a rapport with clients over the phone
• Teachable: Open and able to learn new processes, technologies, and products

Qualifications

• Exposure to local government property taxation software and or practices
• Previous experience with property assessment software or knowledge of the property assessment lifecycle
• Experience with relational databases and reading / writing T-SQL
• Experience with Microsoft applications and report query solutions

Skills

• Technical Customer Support
• Customer Service
• Problem Solving
• Teamwork
• Communication
• Technical Proficiency

Benefits

Salary range: $60,000 - $70,000 USD per year.