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Client/Technical Support Analyst Razorsight
Job Description:Customer Service is the customer gateway into Razorsight for the following functions:
Central communication point for all products and services
Client requests and questions
Application error & resolution
Invoice and feed management
Application training & information
Release content & scheduling
Internal and external project support
This role involves performing the following tasks on a regular basis:
Logging, tracking, and reporting on client facing open tickets, managing through to resolution
Provide weekly customer status reports and participate in conference calls
Assist in review of Release Notes and validate Release Schedule with customers
Representative for customers into Product Management and Account Management for application enhancements and customizations.
This position will manage customer issues across Razorsight support teams.
Production Support/Business Operations
Product Management
Account Management
Audit Services
Product Development
Development Customer Support
Sales
Implementation
Client/Technical Analyst Roles and Responsibilities:
Primary Contact for Customer to report all issues, requests and enhancements
Technical SupportAnalyst will review all tickets assigned to them as Support Owner from Data Entry
Technical and Analytical troubleshooting of issues reported to facilitate Customer and Internal Development teams
Act as liaison between Customer Service and Development andSaaS Operations for customer issues, requests and enhancements
If a long term solution or more development needed for root cause, create root cause ticket and assign to appropriate team for resolution
Support& Track issues being resolved by other teams and make sure root cause is identified and provided appropriately to the customer.
Participate in testing of major releases prior to deployment
Identify the steps needed in special projects on behalf of the customer and ensure project plan and project owners are identified and accountable
Release content & enhancement scheduling for new enhancements releases and Ensure customer is prepared for release and is aware of all features and functions
Assist withApplication training & information to Customers
Client/Technical Analyst Required Skills:
Must have excellent written and oral communication skills
Ability to analyze, plan, manage and motivate
Effective time management and organizational skills
Proficient in MS Office and knowledge of MS Access a plus
Exposure to Reporting tools like Business Objects or Crystal Reports
Ability to analyze application issues and provide solutions
Work with Development and Architecture team to resolve critical issues
Client/Technical Analyst Preferred Skills:
2 years of experience as a Technical/Customer Support Specialist at an On-Demand software solutions company
Experience in using SQL (Oracle 10g)/Database management system
Experience on working with web applications using Java and Oracle
Ability to Debug applications by reviewing java code
Exposure to Linux or Unix operating systems
| Location: | 3975 Fair Ridge Drive North Tower, Suite 300 Fairfax, VA 22033 United States |
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Razorsight
Investors: Sierra VenturesAll Jobs: at Razorsight
| Web Site: | www.razorsight.com |
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| Headquarters: | 3975 Fair Ridge Drive North Tower, Suite 300 Fairfax, VA 22033 United States |
| Industry: | Software |
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