Support Analyst

Core responsibilities of the position include, but are not limited to, the following:



* Technical phone support to customers in a remote environment.


* Documentation of all customer communication through internal ticketing system, Team Support.


* Diagnosing software issues / bugs, performing the appropriate fixes; working with other members of the technical support and software development teams in order to identify and resolve problems in a timely, efficient and effective manner.


* Installing and updating Delta product line applications, integrated 3rd party applications and operating system and/or database applications


* Learning, understanding, implementing and training on a variety of software applications


* Identification and communication of additional revenue streams/opportunities within the support arena


* Providing regular and timely status reports and progress of assigned work to the Manager of Support Services


* Travel – less than 15%
 
The desired candidate must possess a high level of initiative, aptitude and energy in order to succeed in a fast-paced environment.  We also require several of the following attributes:

Essential Qualifications


* 3-5 years customer service experience in a technical environment desired


* Experience working within or as a vendor for local government tax appraisal, assessment and collection groups a plus


* Knowledge of IBM AS400/ environment desired but not requirement


* Familiarity with using CRM Platforms to document all customer communication


* History of use with Microsoft 365, Teams, and VOIP systems preferred


* Experience working within or as a vendor for local government tax appraisal, assessment, and collection groups a plus


* Demonstrated track record of working effectively within a collaborative and cohesive, team-based environment.


* A level of comfort appearing on camera for customer-facing and internal team calls/trainings.


* Excellent verbal and written communication skills


* Outstanding customer service and organizational skills


* Exceptional analytical, troubleshooting and problem-solving skills


* Positive, results-oriented mindset.


* Ability to multi-task effectively and to consistently meet assigned deadlines.


* Self-starter with ability to work well independently and in groups.


* Ability to speak comfortably in front of a group of customers.


* This is a remote position.

While equipment will be provided, a dedicated workspace within your location of choice is a requirement.