Support Analyst

The Support Analyst will provide world-class support to existing and potential customers. Technical aptitude, problem solving abilities, customer relationship skills are imperative to success in this role. These skills will enable our Support Analysts to respond to client inquiries ranging from basic questions about technology, to troubleshooting complex problems related to our products or connectivity issues. Acting as the customer advocate, outstanding communication skills and the ability to work independently, will ensure that our customers' needs are met in a timely manner, providing the highest level of customer satisfaction. This position has the potential to grow to a Sr Support Analyst higher or move into a pre-sales, services, testing or other role within the company.
Listen to customer concerns to determine the source and the various components of the issue.
Take ownership of each customer request and manage their expectations to ensure timely resolution.
Collect and review system data such as job logs, log files, and history reports. Analyze for known issues using platform-specific logs, error messages and problem resolution skills.
Respond to emergency, after-hours support requests on a rotating schedule.
Obtain and maintain certifications on products assigned.
A four-year degree is preferred. Equivalent work experience and accreditations will be considered
Previous software support experience is a plus
Ability to work successfully with customers to provide problem resolution
Strong telephone and problem solving skills
Collaborator and ability to work within a team setting.
Experience with software support
Web Services knowledge (REST, SOAP, HTTPS)
Experience with Cryptography (SSL Certificates, SSH Keys, PGP Keys)
Experience with FTP, FTPS, and SFTP
Experience with LDAP/AD (in regards to understanding querying objects and the infrastructure of an LDAP server)
Some programming language experience or knowledge, preferably Java
If this job isn't for you, tell a friend about this great opportunity!
To learn more about HelpSystems and the many perks of working here, please visit http://www.helpsystems.com/benefits
HelpSystems is an Equal Opportunity Employer: Minorities, Women, Veterans, Disabilities

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