Support Analyst

Description Support Analyst
Based in Jacksonville Office

Global Financial Software Company seeks a Junior Application Support Analyst with strong customer service skills to provide application support to our rapidly growing International Banking/Asset Management customer base. This is a full-time position with a leading reconciliation/corporate actions software firm based in Jacksonville. The role requires little to no travel, offers excellent growth potential, and is a good opportunity to learn financial back office knowledge.

Applicants should possess most of the listed skills. Must have an excellent technical background, good work ethic, and strong communication skills.

Job Responsibilities

• Provide high-quality customer support by interpreting queries, gathering information via phone or remote access, debugging, testing, documenting results, and updating documentation as needed.

• Fully log and document support issues in the problem management system, ensuring all issues are managed with regular customer updates.

• Investigate complex support calls to successful resolution, ensuring customer satisfaction.

• Occasionally attend customer sites; must have good customer-facing communication skills and excellent telephone manner.

• Contribute to support process improvements, document common issues and workarounds to minimize future calls.

• Maintain the global Support Intranet and Customer Zone on the product website with updates on product developments and issues.

• Review and approve support for new product releases, including installation and functionality review.

Key Skills

• Intermediate Web App knowledge (Web Sphere, Weblogic, or JBoss, preferably multiple)

• Proven customer support experience with good telephone manner

• Strong analytic problem-solving and IT background

• Ability to learn new applications quickly and in detail

• Intermediate UNIX/Linux knowledge (directory navigation, VI editor, cron, etc.)

• Intermediate SQL skills for complex database queries

• Ability to work well in a team and take ownership of support calls

• Excellent written and verbal communication skills

• Intermediate to expert knowledge of C/C++ and/or Java

Desirable Skills

• Interest and knowledge of Banking Back Office environments

• Reconciliation knowledge is a plus

• Intermediate RDBMS knowledge (Oracle, Sybase), including indexing, optimization, backup, and recovery

Qualifications

• Degree in Computer Science or similar with a computing focus

Experience

• Previous customer support experience, preferably in finance

Employment Type

• Permanent

Equality Statement

Smart Stream is an equal opportunities employer committed to diversity and fair practices.