POSITION SUMMARY STATEMENT:

The Technical Support Sr. Analyst is responsible for assisting consumers by providing technical support including inquiries of consumer applications, diagnosing and resolving application issues to ensure optimal performance and usability for the various system users. Also shares the responsibility for the day-to-day maintenance and support of the consumer applications in operation, including tasks related to identifying and fix application issues and customer concern. They may be required to create training materials pertaining to consumer applications.

DETAILED RESPONSIBILITIES/DUTIES:

• Work with our ticketing system to respond to consumers inquiries.

• Report common issues identified from consumer applications for customer concern.

• Provide technical assistance with consumer applications.

• Work with internal team members to understand complex, dynamic business rules, and apply those rules into fully understanding the application.

• Engage end users and internal business units to support the application to ensure it is fully operational with minimal issues or defects.

• Working ability to effectively recognize and handle interpersonal communication needs.

• Participate in the on-call rotation for weekend support. When on call, be prepared to address technical issues at all times

REQUIRED QUALIFICATIONS:

Skills:

• Demonstrated ability to achieve results under limited supervision

• Strong written and verbal communication skills, with a demonstrated ability to communicate effectively with all levels of an organization

• Effective working relationships with all functional units of the organization

• Ability to interact effectively with individuals from different countries and cultures, with a sensitivity to cultural diversity

• Knowledge of Databases including but not limited to SQL.

• Thorough knowledge of information systems concepts and terminology

• Good work ethic with an emphasis on service and quality.

• Ability to function as an effective team member or independently

• Motivated self-starter with initiative

• Experience with Microsoft Office Word, Excel, & PowerPoint

• Bilingual (English and Spanish)

Experience:

• 1 - 2 years demonstrated experience in the Technology/IT industry.

• 1 - 2 years demonstrated experience with Customer Support.

Education:

• Bachelor's Degree in Computer Science or related field.

PREFERRED QUALIFICATIONS:

• Excellent oral and written communication skills

• Strong interpersonal and conflict-resolution skills

• Knowledge in Databases (SQL)

• Splunk

• MongoDB