Software Support Analyst & Help Desk

Ground Widgets is an elite technology company driven and managed by founding developers and technologists. Ground Widgets is exclusively focused on consulting and development of applications for the ground transportation industry harnessing the collective vision of its founders and their experience of over 25 years in the ground transportation industry. As companies search for ways to react to competition and a challenging economy, the team at Ground Widgets offers a unique suite of integrated, dynamic, state-of-the-art services and solutions that empower our clients to deliver world-class performance and optimize efficiency.

A rapidly expanding international software development company in the mobile and e-commerce space is seeking a FULL TIME Software Support Analyst with outstanding communication and problem solving skills. Candidate should be at ease with external and internal interactions. The Software Support Analyst/Help Desk plays a key role in improving and maintaining the satisfaction of our customers. Customer service, incident management and issue management are the key elements of this role.

Working with our Support Team Leader, the Software Support Analyst is responsible for the quality and delivery of the support and services products we offer to our customers. This role will include coordinating support incidents, fix requests and work orders for our customers and performing support incident analysis/resolution.

• Manage incidents
• Act as primary point of contact for customers
• Assist customer to document and submit support incidents
• Search incident tracking system for similar incidents/resolutions
• Manage customer's support incidents, fix requests and work orders
• Manage client upgrade processes and small projects
• Monitor compliance with Service Level Agreements
• Define and implement initiatives to increase client satisfaction
• Identify customers training needs or consultancy opportunities to improve their processes
• Train Customers on suite of Products

• Strong communication and people skills
• Excellent organizational, task management and customer service skills
• Ability to understand and document customer business and technical support incidents
• Knowledge of MS Office Products (Outlook, Excel, Word, etc)
• Knowledgeable with Basic MS SQL database Administration
• Must have reliable means of transportation.

• Salary will be commensurate with current and past experience in supporting enterprise applications. Annual reviews & Performance Bonus.