Technical Support Analyst Application Security
The objective of the Technical Support Analyst is to provide customer and technical support through analysis and problem-solving in order to facilitate installation, implementation, maintenance, education and documentation of AppSec's products via a distributed support center environment. Experience with relational databases (i.e. Oracle, MSSQL, DB2 and/or Sybase) is required for success in this position. In addition, communication skills are important for interfacing with clients and working in a close-knit team environment, and organizational ability is important for multi-tasking.
The Technical Support Analyst will:
Provide customer and technical support to customers through inbound phone, web and e-mail requests.
Independently identify, troubleshoot, document and replicate customer problems and then escalate complex problems according to escalation procedures.
Retain ownership of all cases throughout the resolution process.
Report enhancement requests received from customers regarding product, application or documentation.
Document all requests for assistance into SalesForce CRM system.
Document all customer and internal communications in SalesForce CRM system.
Communicate bug fixes and new enhancements to customers.
Develop documentation for customer support and problem resolution for SalesForce CRM Solutions knowledge base.
Participate in mentoring and training new team members.
Test new software releases throughout the development cycle.
Assist less experienced team members with troubleshooting customers' problems
Serve as backup to Senior Technical Support Analysts.
Customer service experience in an enterprise application support role
Two years of technical or customer support experience with the ability to work flexible hours.
Two-year degree or equivalent software industry experience.
Excellent customer service skills.
Hands-on experience with relational databases (Oracle, MSSQL, etc.) is required.
Hands-on experience with Windows, Unix and/or Linux environments preferred.
Experience using SalesForce CRM is strongly preferred.
Strong verbal, written, and interpersonal communication skills.
Ability to troubleshoot and resolve problems in a technical, team-oriented environment.
Ability to demonstrate customer empathy, good customer diplomacy skills, and problem ownership.
Ability to manage multiple tasks and priorities including good time-management skills.
Please note: This position is located in our New York, NY location. Relocation assistance is not available at this time. Send us your resume!
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