Software Support Specialist

Overview

The Software Support Specialist (SSS) provides client support for the installation, implementation and use of IDEA Analytics Software, associated products, applications and business solutions. The SSS serves as the client’s primary product utilization resource, responding to problem resolution and general support as well as providing expert assistance and related fee based services. The SSS will resolve client application issues and educate clients on the capabilities of Audimation products and services. Collaborating with managers, colleagues and team members the SSS will support the achievement of designated targets and strategic objectives. This position reports to the Help Desk Manager

 
Essential Duties and Responsibilities
 

• Utilizing a variety of communication channels (phone, email, web), deliver client support for the installation, application and use of IDEAÔ Analytics Software, associated products, applications and business solutions.

• Provide product installation and usage support including pre and post-installation documentation and coordination activities with client IT team.

• Respond to client requests for support by evaluating and resolving a range of issues.

• Serve as the client’s primary product utilization resource providing expert assistance, product education, solution recommendations and fee related based services.

• Support the resolution of client issues requiring IDEAScript coding utilizing tools such as basic Visual Basic and Python.

• Execute project-based (fee for service) data import, conversion and analysis projects consistent with applicable standards, schedules and guidelines.

• Maintain a knowledge of industry related trends, developments, products, initiatives, platforms and best practices.

• Actively contribute to the achievement of Operations and Help Desk Team goals. Including, but not limited to, meetings, target definition, problem resolution, strategy development.

 
Required Skills, Experience and Credentials
 

• Bachelor's Degree in information systems or a related field [preferred], or, four+ years directly related IT software application “help desk” experience required. Bachelor’s Degree Preferred.

• MS Windows server experience in Active Directory and similar platforms preferred.

• Experience in the use of a CRM (or similar platform) to document, track and manage case work, projects and assigned activities. MS Dynamics experience a plus.

• Knowledge of interfacing software, platforms and devices, including: word-processing, spreadsheets, accounting, internet, design, project management, order fulfilment, database, laptop/personal computers, mobile applications and tools.

• Working knowledge of the application of coding/programming languages and protocols; including but not limited to: VBA, Python, SQL, PowerBI/Tableau and similar languages/platforms.

• Effective communicator with: a clear, professional phone presence, effective written communication skills, and, a professional demeanor.

• Demonstrated ability to perform efficient remote “troubleshooting” utilizing diagnostic techniques, client provided information and pertinent follow-up questions.

• Experience in developing and implementing effective solutions based on diagnostic data combined with the ability to successfully “walk the client trough” the resolution process in a manner that is clear, understandable and appropriate to the client’s level of IT expertise.

• Demonstrated ability to collaborate with teams, managers colleagues, strategic partners and stakeholders, to support solution development, action plans and strategies resulting in successful outcomes.

To apply send resume to Sydney Upchurch, Human Resources Manager at: [email protected]