Software Support Analysts provide direct client support of our proprietary payment technology serving higher education. Support Analysts are established subject matter experts in the functional and technical support of specific software modules in TouchNet’s enterprise level platform. They help our clients resolve software application issues using a wide array of troubleshooting tools and also by partnering with internal TouchNet teams in a highly collaborative environment to provide a high level of client satisfaction.
Desired Qualifications:
- 3+ years experience in a direct client-facing role supporting enterprise level software
- Experience supporting applications and or hardware via telephone and email
- Experience researching client issues using log files to analyze and develop solutions
- Experience with Google Suite
- Payments industry or higher education industry experience
- Bachelor’s degree
Job Responsibilities:
- Assist customers software support questions, data center changes and other activities related to their use of an enterprise payment system.
- Develop an expert level understanding of an established set of software products
- Respond to client inquiries through e-mail and telephone.
- Diagnose and resolve issues using prescribed troubleshooting techniques
- Manage a queue of client issues, ensuring issues are thoroughly identified, categorized and documented; clients are updated regularly; problem escalation occurs as needed; and case closure is fully documented.
- Focus is on customer satisfaction and customer response time
- Work closely with business and technical resources across the organization to resolve client issues.
- Support clients through regular code releases and service packs.
