Support Analyst

TL;DR

Support Analyst (Technical Support): Providing application support and expertise to customers with an accent on database functionality and software troubleshooting. Focus on managing client issues, delivering product training, and serving as a liaison between customers and the R&D team.

Location: Must be based in Ohio, United States

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

Company

A software company providing specialized technology solutions for the public sector.

What you will do

• Investigate, manage, and resolve complex client support issues related to database functionality and application behavior.
• Serve as the primary liaison between customers and internal product/engineering teams.
• Deliver product training to customers both virtually and onsite.
• Contribute to the internal knowledge base and support user forums.
• Document software defects and proposed enhancements to drive continuous improvement.
• Collaborate with team members to exchange knowledge and refine support processes.

Requirements

• 3+ years of experience in a Technical Customer Support role.
• BS/BA degree in a related business or technical field, or equivalent industry experience.
• Strong verbal and written communication skills with a professional, friendly attitude.
• Excellent problem-solving skills with the ability to prioritize multiple client issues.
• Must be based in Ohio, United States.
• Ability to quickly develop rapport with clients over the phone.

Nice to have

• Experience with local government property taxation software or property assessment lifecycles.
• Proficiency in relational databases and writing T-SQL.
• Experience with Microsoft applications and report query solutions.

Culture & Benefits

• Opportunity to work with a collaborative and supportive team.
• Focus on professional development and continuous learning.
• Engagement with customers through user conferences and training efforts.