Job Description
The Support Analyst is responsible for providing 1st and 2nd level support for Precise Products’ software solutions. This role ensures excellent customer service and technical support to customers, partners, and internal resources. The ideal candidate will demonstrate strong problem-solving skills, effective communication, and the ability to work independently while adhering to company policies and procedures.
Job Title
- Support Analyst
Work Schedule
- Day Shift
Job Qualifications/Requirements
- Excellent English communication skills (written and verbal)
- Strong problem-solving abilities
- Adaptable and flexible in a dynamic environment
- Ability to work independently and as part of a team
- Minimum 6 months of experience in application support; 1-2 years of experience preferred.
- Degree in Business, IT, Science/IT, or related field desirable.
- IT Cert III or IV desirable.
- ITIL certification is an advantage.
- General IT knowledge; SQL skills desirable but not essential.
- Experience with web-based products, distribution, or POS systems is desirable but not essential.
- Intermediate SQL skills: ability to write select queries with table joins, updates, and deletions.
- Ability to use SQL Profiler for investigations and understand SQL replication for basic troubleshooting.
- Familiarity with software integration and ERP systems is desirable.
- Strong documentation, communication, and problem-solving skills.
- Ability to work independently and collaboratively within a team
Job Responsibilities
- Provide 1st and 2nd-level software application product support within agreed service delivery time frames.
- Follow call management processes efficiently and accurately.
- Monitor and manage support requests according to escalation procedures.
- Ensure that all support requests meet customer requirements and are handled professionally.
- Assist in developing and enhancing departmental standards, procedures, and guidelines.
- Identify and propose service improvement initiatives.
- Log time and expenses for work and leave using Tempo Timesheets.
- Participate in relevant training sessions and complete necessary certifications.
- Adhere to company policies, procedures, and the code of conduct.
- Identify and propose new business opportunities.
- Contribute to continuous organizational improvement.
- Perform other duties as required.
- Conduct daily check-ins with the Manager/Team Leader.
- Participate in weekly 1:1 meetings with the Manager.
- Attend team huddles twice a week and breakout sessions as appropriate.
- Attend quarterly staff meetings remotely.
- Monitor the unassigned queue in the Ever-Assist Customer portal and Support inbox for incoming activities.
- Gather information, replicate steps, perform basic triage, and conduct Knowledge Base (KB) searches.
- Investigate issues, attempt to replicate problems, and conduct remote sharing sessions with customers if needed.
- Log and maintain tickets with EpicCare, acting as a liaison between customers and Epicor Support resources.
Good luck and God Bless!