Support Analyst

Job Description Summary

The Aumentum Technologies support team is seeking a Support Analyst to provide application support to customers. This role involves answering complex questions on the function and usage of our products, investigating, managing, tracking, and closing client support issues (specifically related to the database and functions of the application(s)). The candidate will contribute to a knowledge base, support user forums, and customer training efforts.

You will serve as the primary support liaison between the company and the customer and will work closely with the Manager, Support Services, and a collaborative team to provide exceptional customer service and development support.

• Work directly or indirectly with customers to provide services and help resolve user issues, including delivering product training virtually and onsite.
• Investigate, manage, track, and close client support issues, including those related to database functionality and application behavior.
• Assess software scenarios by reviewing configuration, setup, and existing documentation to identify the correct resolution or escalate according to guidelines.
• Report detailed information within the client tracking system and document processes and routines following defined guidelines and team goals.
• Collaborate with other team members, exchange knowledge through training sessions and meetings, and produce documentation.
• Create and conduct training for customers on functionality and best practices for products, including at user conferences.
• Collaborate with customers and/or product and engineering teams to document proposed enhancements and determine cause/resolution to software defects.
• Review technical support related processes and documentation for continuous improvement.

• 3+ years of experience in a Technical Customer Support role
• BS/BA degree in related business or technical field, or equivalent industry experience
• Exceptional customer service and a professional, friendly attitude
• Strong verbal and written communication skills, with professionalism toward clients and co-workers
• Excellent problem solving skills: identification, solution, and execution
• Team player who is willing to share knowledge and learn with the team
• Ability to review, prioritize, and respond to multiple client issues in a fast-paced organization
• Proactive mindset with the ability to anticipate issues and initiate change
• Professional and friendly attitude with the ability to quickly develop rapport with clients over the phone
• Teachable: open and able to learn new processes, technologies, and products.

• Exposure to local government property taxation software and/or practices
• Previous experience with property assessment software or knowledge of the property assessment lifecycle
• Experience with relational databases and reading/writing T-SQL
• Experience with Microsoft applications and report query solutions

Salary range: $60,000 - $70,000 USD per year.