Support Analyst (Personal Services)

Core responsibilities of the position include, but are not limited to, the following:

• Technical phone support to customers in a remote environment.
• Documentation of all customer communication through internal ticketing system, Team Support.
• Diagnosing software issues / bugs, performing the appropriate fixes; working with other members of the technical support and software development teams in order to identify and resolve problems in a timely, efficient and effective manner.
• Installing and updating Delta product line applications, integrated 3rd party applications and operating system and/or database applications
• Learning, understanding, implementing and training on a variety of software applications
• Identification and communication of additional revenue streams/opportunities within the support arena
• Providing regular and timely status reports and progress of assigned work to the Manager of Support Services
• Travel – less than 15%
   

  The desired candidate must possess a high level of initiative, aptitude and energy in order to succeed in a fast-paced environment.  We also require several of the following attributes:

  Essential Qualifications

• 3-5 years customer service experience in a technical environment desired
• Experience working within or as a vendor for local government tax appraisal, assessment and collection groups a plus
• Knowledge of IBM AS400/ environment desired but not requirement
• Familiarity with using CRM Platforms to document all customer communication
• History of use with Microsoft 365, Teams, and VOIP systems preferred
• Experience working within or as a vendor for local government tax appraisal, assessment, and collection groups a plus
• Demonstrated track record of working effectively within a collaborative and cohesive, team-based environment.
• A level of comfort appearing on camera for customer-facing and internal team calls/trainings.
• Excellent verbal and written communication skills
• Outstanding customer service and organizational skills
• Exceptional analytical, troubleshooting and problem-solving skills
• Positive, results-oriented mindset.
• Ability to multi-task effectively and to consistently meet assigned deadlines.
• Self-starter with ability to work well independently and in groups.
• Ability to speak comfortably in front of a group of customers.
• This is a remote position. While equipment will be provided, a dedicated workspace within your location of choice is a requirement.