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Technical Support Analyst

Location New York, United States
Posted 19-August-2021
Description
For more information, please visit www.accuity.com


ROLE


The Support Analyst:

Responds to customers requirements
Is accountable for support cases and communication with customers
Follows agreed SLA and severity management
Handles customer escalations
Validates defects corrections
Works in collaboration with the Accuity Support team Level 3
Reports to the Accuity Product Support Team Manager


KEY ACCOUNTABILITIES


The Support Analyst:


Responds to and log all incoming support calls and e-mails from customers in accordance with support service levels agreements for response time, frequency in communicating status of open issues and prompt resolution.
Performs in-depth technical research of software products relating to technical support issues, including reproduction of support issues and escalation of unresolved issues or defects to the Support Manager and Product Managers.
Provides regular reporting on support activity for product improvement purposes.
Contributes ideas for improvements to the support process and infrastructure and strive to continually improve the process.
Maintains high levels of professionalism in dealing with customers.
Assists Professional Services Consultants with technical questions during implementation.
Provides on-site support when necessary.


REQUIRED SKILLS


University degree in Computer Science or related discipline
English language skills mandatory
Experience on Application Support and Customer Service and/or software development and implementation services
Good at explaining, curious, ability to prioritize and organize tasks
Experience on Web Applications and RDBMS
Experience on Unix (AIX, Solaris, Oracle) and MQSeries a plus
Knowledge of Microsoft Office
Experience with primary messaging formats (SWIFT, CHIPS, FEDWIRE, SIC)
Excellent problem solving and initiative skills

Excellent communication skills
Client focused
Ability to work independently
Team player
Demonstrated attention to detail

 
Awards & Accolades for MyTechLogy
Winner of
REDHERRING
Top 100 Asia
Finalist at SiTF Awards 2014 under the category Best Social & Community Product
Finalist at HR Vendor of the Year 2015 Awards under the category Best Learning Management System
Finalist at HR Vendor of the Year 2015 Awards under the category Best Talent Management Software
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