Customer Technical Support Analyst - Irvine, CA

Seeking a Customer Technical Support Analyst with 5 years software support/IT experience to assist our clients with application support of our products. 

Responsibilities:

  • Provides customer ordering processing support which may include researching, troubleshooting, analyzing, and resolving customer technical support issues.
  • Provides system configuration and implementation of CAD and CAM computers.
  • Supports Helpdesk and external customers in resolving problems.
  • Serves as escalation point for complex issues that cannot be resolved by Level I Representatives.
  • Interfaces with developers and project teams to resolve complex application issues.
  • Utilizes SQL Server Management Studio to perform backups and restore databases; writes scripts and interprets database error messages.
  • Acts as a Subject Matter Expert (SME) on external integration systems relevant to Customer Technical Support.
  • Assists less experienced team members and Helpdesk Analysts in supporting areas advanced expertise.
  • Assists Project Management team in testing, reviewing, and implementing new product enhancements.
  • Works with Project Management team in providing technical information, testing, and evaluation of bugs and enhancements.

Requirements:

  • Bachelor’s degree in Computer Science or Engineering.
  • 5+ years of experience in software support analysis of external customer IT applications.
  • Experience supporting Enterprise Resource Planning systems.
  • Some scripting experience - SQL, Python preferred.
  • Experience working in a HIPAA regulated environment.
  • U.S. citizen/green card holder required. 
  • Helpdesk or technical support experience, a plus.
  • LAN/WAN troubleshooting experience, a plus.