Software Support Analyst

Oakville, ON, Canada

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Description

Software Support Analyst
Burlington
Up to $50k to start
Hybrid Role

Work directly with customer\'s System Administrators as the first line of support to provide assistance in analyzing, diagnosing and resolving application issues and questions
Troubleshooting Tier1/Tier2 issues via phone, email and GoToMeeting
Provide professional, accurate, high quality, customer support to customers
Take ownership of issues, and act as a liaison with our Development and Quality Assurance teams to resolve more advanced and complex issues and bugs
Serves as a key technical resource for our customer\'s System Administrators
Develop a solid understanding of Sigmund Software using knowledge base and in service trainings
Replicate customer software issues. Document detailed replication steps and provide clarification to Developers and QA as needed
Provide remote customer training when needed
Develop help documentation and knowledge base documents to assist support process
Perform other duties as assigned

Experience:

At least 1 year experience troubleshooting issues or a Help Desk type setting, preferably software application support
Previous Customer Support Experience

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