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Title: Tier II Application Analyst Risk POSITION PURPOSE: The 2nd Tier Application Support Analyst is a point of escalation for the Product Specialists and ...
Researches, resolves, and responds to inquiries based on standards implemented and all available information.
Researches client database related issues using Microsoft SQL tools.
Able to reproduce anomalies, document them fully and prioritize them for development
Track software anomalies through development, QA and to the client
Install and compile client and server software using remote tools (VPN, Webex, etc.)
Participates in setting acceptable client problem-resolution goals and maintaining high end-user service levels.
Provides support to ensure positive impact on user satisfaction and productivity.
Maintains high degree of contact with users (phone, e-mail, etc.) to respond quickly to their changing needs.
Adheres to reporting measures for help desk activity, describing problems clearly.
Adheres to customer resolution guidelines and end-user support procedures.
Ensures that problems are escalated in accordance with established procedures.
Participates in team projects that enhance the quality or efficiency of support.
Provide support staff with technical tips on how to use different technologies incorporated in our products.
Knowledge, Skills, & Abilities
Effective written and verbal communication skills
Strong listening skills.
Strong problem-solving and logical analysis skills.
Able to effectively handle details.
Possesses creativity and initiative.
Superior teamwork ability.
Customer satisfaction motivation.
Maintains knowledge of relevant product offerings, current support policies, and methods of support deliver, to provide technically accurate solutions to end-users.
Requirements:
Minimum Qualifications for Consideration
High school diploma or GED
5+ years experience in IT, or programming-related field.
2+ years experience working in a customer service environment.
Must be able to diagnose and resolve hardware and software problems with a high degree of accuracy over the telephone
Working knowledge of SQL server operations, Stored Procedures, Query Language, SQL utilities.
Knowledge of IBM-compatible PC’s, Windows operating systems, Microsoft Office & Outlook, TCP/IP and remote management/control tools.
Preferred Qualifications for Consideration
Degree or coursework in computers
In-depth knowledge of computing platforms (for example, Windows NT, Windows 7, UNIX), and software applications.
5+ year of on the job experience
Working Conditions
Desk work typically 8+ hours per day
Must be able to sit for long periods of time, talking on telephone with clients
Working on computer and keyboard
Must have the ability to use a telephone keypad, telephone with or without headset, computer keyboard (regular or modified), view computer monitor (regular or modified),
Entrepreneurial environment - multiple demands and frequent business changes
