Software Support Analyst II

Job Title

Software Support Analyst II

Public Sector Operations

Director of Support

Exempt

Richmond, KY (on-site)

25%

• Provide front-line technical support for our proprietary software applications via phone, email, and remote access in a timely manner to external clients.
• Build and maintain effective relationships with team members, management, in-house software developers, and clients.
• Identify, troubleshoot, and resolve application issues.
• Communicate and escalated unresolved issues to the appropriate team member(s).
• Document all reported issues and task details; analyze gathered data.
• Deploy and provide training on software applications to new clients and new versions to current clients.
• Travel as required to train new and existing clients.

• Experience with financial data analysis and/or financial or accounting software is highly desirable.
• Experience in customer support.
• Strong analytical and problem‑solving skills.
• Excellent communication and interpersonal skills.
• Experience in SQL, SSRS and Excel is a plus.
• Ability to work independently and as part of a team.
• Strong attention to detail and accuracy.
• Passion for providing excellent customer service.
• Preferred degree in Finance or a related field.
• Available to work in the Richmond, KY office.

• Entry level

• Full-time

• Engineering and Information Technology

• Utilities

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