Technical Support Analyst - Irvine, CA

Seeking a Technical Support Analyst who is customer service focused with 5+ years Helpdesk/Applications support to work for a global technology company.

Responsibilities:

  • Provide customer ordering processing support which may include researching, troubleshooting, analyzing, and resolving customer technical support issues.
  • Provide system configuration and implementation of CAD/CAM computers. Acts as SME on external integration systems.
  • Provide 2nd level technical support to internal and external customers in resolving problems related to 3rd party CAD/CAM technologies.
  • Serve as escalation point for complex issues that cannot be resolved by Level I Representatives.
  • Interface with developers/engineers and project teams to resolve complex applications or hardware issues.
  • Utilize SQL Server Management Studio to perform backups and restore databases; writes scripts and interprets database error messages.
  • Provide technical assistance by writing and maintaining user documentation; providing support; training users.
  • Involved with testing and debugging in various environments during pre-deployment & post-deployment stages.
  • Administer VLTrader Managed File Transfer solution.
  • Support internal processes that affects external customers such as eStatements and Daily Case Summary.
  • Assist less experienced team members and IT Support Analysts in supporting areas advanced expertise.
  • Assist Scrum teams in testing, reviewing, and implementing new product enhancements.
  • Triage and assign bugs to the Product Owner to prioritize and escalate to the development team.
  • Answer Customer Support line during identified shift ensuring calls are answered within targeted service level timeframes.
  • Monitor Technical Support inbox for emails & identifies, documents, and responds to requests immediately.
  • Contact customers with updates via phone and email on status and problem resolution.
  • Communicate with external customers’ IT departments to resolve problems when necessary.

Requirements:

  • Bachelor’s degree or certification/classes in computer field.
  • 5 years in software support analysis of external customer IT applications.
  • Experience supporting Enterprise Resource Planning systems.
  • Experience supporting web based applications using FTP, HTTPS, XML, .NET, JavaScript.
  • Experience logging inbound/outbound customer communications & escalating support issues.
  • Experience in supporting cloud based solutions.
  • Experience working in a HIPAA regulated environment.
  • Helpdesk or technical support experience.
  • LAN/WAN troubleshooting experience.
  • Must have legal right to work in U.S. (US citizen/green card holder).  We don't sponsor.
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