Experience:
3-5 years of experience
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Employment Type:
Full time
Posted:
4/28/2019
Job Category:
Information Services
Customer Support Analyst III
(This job is no longer available)
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Job Description

We are seeking a Customer Support Analyst to work on our team to provide day-to-day software application system support for our multi district K-12 student information system (Synergy).

A competitive compensation and benefits package will be provided. We offer a generous benefits package including: medical/dental/vision/RX plan, flex spending accounts, employee assistance program (EAP), paid holidays, paid time off programs, basic & voluntary life insurance, STD/LTD & employer paid contribution into PERS (Oregon Public Employees Retirement System). We support our employees' continued education through our Tuition Reimbursement Program.

PURPOSE

Responsible for providing day-to-day software application system support to designated customers/users. Responds to inquiries of a technical nature and handles problem resolution that may require follow-up and/or escalation to a higher level of expertise.

ESSENTIAL JOB FUNCTIONS

* Perform all tasks related to providing day-to-day software application system support to designated customers/users.
* Respond to inbound requests for customer/user support and issues.
* Proactive monitoring of customer environments to identify potential problems.
* Identify, prioritize, troubleshoot and problem solve to determine root cause of issues and/or escalate as necessary.
* Assure that customer/user needs and unresolved problems are properly escalated and communicated.
* Monitor, document and follow-through on the resolution process in a timely manner.
* Work as part of a team and serve as a resource in the escalation of customer support requests.
* Perform quality assurance tasks for new functionality and software releases. Identify and document software defects and enhancements.
* Translate customer business needs to actual system capabilities, limitations, and processes.
* Identify impact to software application systems based on changes to state and federal regulations.
* Train customers/users in supported software application systems, including creation of training materials and documentation.
* Communicate, coordinate, and collaborate with multiple stakeholders (both internal and external) to ensure deadlines, goals, and objectives are met.

KNOWLEDGE, SKILLS AND ABILITIES

* Ability to understand the purpose and detailed functionality of a software application system.
* Ability to analyze problems, provide recommendations, and implement solutions with a high degree of accuracy.
* Must take the initiative to be a self-starter and work with minimal supervision.
* Strong organizational and multi-tasking skills.
* Strong PC skills including experience with Microsoft Office products (especially Excel and Word).
* Strong interpersonal skills and works well in a team environment.
* Ability to communicate fluently in English, verbally and in writing.
* Ability to read, analyze and interpret professional journals, technical manuals or governmental regulations.
* Ability to write professional business correspondence and procedure manuals.
* Ability to understand and maintain security and confidentiality of customer information following department, agency and State/Federal standards, such as HIPAA and FERPA.
* Willingness to attend and participate in meetings.
* A minimum of three years of experience, similar functions, or knowledge.

The statements contained herein reflect general details as necessary to describe the principle functions of this job, the level of knowledge and skill typically required and the scope of responsibility, but should not be considered an all inclusive listing of work requirements. Individuals may perform other duties as assigned, including work in other functional areas to cover absences or relief, to equalize peak work periods or otherwise to balance the workload.

MESD welcomes applications from candidates that expand the agency's diversity.