GHG Corporation
  • CORP
  • Webster, TX, USA
  • Full Time

Job Purpose

The Application Support Analyst will play a key role in diagnosing and resolving a wide array of complex issues in a proprietary software system, Clockwise. This position will be responsible for leading analysis and documentation of complex technical customer issues and providing novel and creative solutions to our customers.

Duties and Responsibilities

  • Be able to work both in office and remotely as needed.
  • Resolve incoming and escalated customer support requests via chat, phone, email according to defined service levels.
  • Resolve challenging/complex issues requiring creative or novel applications of technical knowledge. Lead colleagues in investigation and root cause analysis of problems.
  • Design, test, implement, and evaluate potential customer solutions and help define more effective problem resolution procedures.
  • Take ownership as the key point of contact for complex customer issues; Coordinating between customers and internal stakeholders to provide service that meets contract service levels.
  • Solve customer issues using basic technical knowledge of MSSQL, scripting, Linux, and networking.
  • Communicate effectively in writing and other media channels with a variety of audiences. Be able to write technical guidance for colleagues and training artifacts for non-technical customers. Provide basic software training to customers remotely.
  • Analyze user requirements for customizations or product enhancements. Help customers uncover implicit or hidden requirements by exploring their business needs.
  • Mentor other application support reps regarding systems, tools, and processes for management, resolution of customer requests, and creating knowledge-centered support (KCS).
  • Foster new ideas for innovation and automation for the Support team.
  • Develop scripts, working with team to automate repeatable manual tasks.
  • Plan and conduct testing for pending software updates.
  • Keep current on relevant technologies, tools, and support processes and share with the Support team.
  • All other duties as assigned.

Qualifications

  • 5+ years previous help desk, technical call center, or IT service desk experience providing phone-based support.
  • 3+ years supporting a SaaS, hosted or non-hosted software solution.
  • 2+ years writing SQL queries to include but not limited to: retrieving data from multiple tables, manipulating data, and backup restore databases.
  • 1+ years using Unix or similar command-line in a production environment.
  • 2+ years basic network troubleshooting.
  • High School Diploma required. Associate's Degree preferred.
  • Superior customer service skills.
  • Experience working in help desk ticketing systems, ability to type and document notes in real-time while engaged with customer on phone.
  • Working knowledge of databases, web applications and web servers.
  • Basic understanding of networking and infrastructure.
  • Intermediate knowledge and understanding of database concepts and functionality.
  • Experience with or familiarity with project management concepts.
  • An understanding of digital certificates/ SSL (a plus).

Competencies

  • Critical Thinking - logical and methodical troubleshooting.
  • Strong time management with ability to prioritize work and meet deadlines.
  • Customer service oriented including rapport building and taking ownership of customer interactions.
  • Ability to maintain calm composure and customer focus while working with frustrated customers.
  • Be accountable, on-time, and available to take service desk calls at start of shift.
  • Excellent ability to learn and articulate software-related and technical concepts.
  • Strong active listening skills and excellent oral and written communication skills.
  • Strong documentation skills.
  • Ability to work in a team environment and mentor others.
  • Maintain confidentiality and secure sensitive information.

Working Environment

This job operates in a professional office environment. This role routinely uses standard office equipment such as computer, phones, photocopiers, filing cabinets and fax machines.

Physical Requirements

  • This is largely a sedentary role, however, some filing is required. This would require the ability to lift files, open filing cabinets and bending or standing as necessary. This position requires the ability to occasionally lift office products and supplies, up to 20 pounds.
  • Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Position Expectations

This is a full-time position that currently works in a hybrid remote and in-office hours environment. Must be able to work both in office and remotely as needed. Must be able to work on-call and in shifts (no overnight shifts) Although rare, this position may have 0 - 5% travel duties.


Equal Opportunity Employer/Veterans/Disabled

GHG Corporation
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