Software Support Analyst
FoodChain ID
full-time
Posted on:
Location Type: Remote
Location: United States
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About the role
- Investigate and resolve reported issues from FoodChain ID Customers
- Log, prioritise and keep issues up to date on the issues tracking system (FreshService)
- Work with customers in reproducing issues in order to find resolution as thoroughly and quickly as possible
- Research issues and interrogate support materials and documentation to source solutions
- Escalate issues to team leaders and management as appropriate
- Monitor the Cloud system and proactively investigate performance issues to avoid problems before they are reported by customers
- Ensure customer success through the FCID Recipes & Specification system
- Log bugs with Development and manage customer expectations regarding delivery of fixes
- Perform customer call backs and monitor calls through to resolution
- Actively manage customer satisfaction and provide timely updates on call progress
- Pursue system traces or queries concerning customer databases in order to gather enough information to be able to triage calls
- Assist in the smooth migration of current on-premise customers to use the HG Cloud System.
- Carry out supplier account creation and administration ensuring the process is managed and runs smoothly.
- Carry out deep dive into data related issues, having experience of querying databases and ensuring best practice around resolution of data issues.
Requirements
- Candidates will preferably be educated to Degree level
- Experience of working in a customer facing or customer service role would be considered beneficial
- Proven technical application support experience is required
- Experience of troubleshooting and service support is required
- Working knowledge of web protocols and infrastructure required
- SQL Query experience required
- High energy team player who is able to self-manage
- Good attention to detail and accuracy
- Excellent verbal and written communication skills
- Ability to create and maintain strong work relationships both with customers and internally.
Benefits
- Equal employment opportunities
- Prohibits discrimination and harassment
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
SQL Queryapplication supporttroubleshootingweb protocolsdata resolutionissue trackingperformance monitoringcustomer database queriesbug loggingmigration to cloud systems
Soft Skills
customer serviceattention to detailcommunication skillsteam playerself-managementrelationship buildingcustomer satisfaction managementproblem-solvingtime managementproactive investigation
Certifications
Degree level education