Senior Support Analyst

Job Duties and Responsibilities:


* Handle end-user support calls or tickets; work directly or indirectly with customers to supply services and help resolve user issues.


* Provide continuing customer support via electronic means, telephone calls, on-site training, and/or by conducting periodic user meetings.


* Develop and maintain accurate documentation of customer interactions.


* Report detailed information within the client tracking system and document processes, routines, and programs by following the defined guidelines and team goals and objectives.


* Assist in testing updates of the software per changing government regulations, client needs, and technological advances.


* Collaborate with customers and/or our product and engineering teams to document proposed enhancements and determine cause/resolution to software limitations.


* Aid in supporting and training customers on electronic records management.

What We Are Looking For:


* Proven success where frequent customer interaction and support was a requirement.


* Detail oriented with ability to perform deep dives and ascertain core reasons for customer challenges.


* Quick study and detailed note taker


* Demonstrated ability to prioritize work tasks and adapt to changing requirements.


* Be able to work both independently and as part of a team.


* Comfortable expressing ideas and opinions in a respectful manner.


* Enjoys learning and embraces new challenges (dynamic workplace).

What Will Help You Stand Out:


* Familiarity with Real Estate Tax and Financial process for County Auditors and Engineers in Iowa.


* Intimate knowledge of GAAP (General Accepted Accounting Principles), Fund Accounting, and DOT accounting


* Familiarity with Document Locator


* Experience as an end user of the Solutions Vision product and services OR working in local government operations (counties, cities, municipalities).

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