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Software Support Analyst
Analyze, troubleshoot and debug issues related to company software applications. Confer with and advise customer on the use of applications. Create workaround procedures when standard procedures have failed.
Prioritize and manage workload through the company’s customer relations application in such a way in order to meet personal and team service level commitments. Ensure issues are resolved in a timely fashion.
Answer and log customer calls, and maintain constant contact with customers to resolve inquiries or problems. Create test scenarios to verify problems and proof code fixes and accurately document problems and solutions and/or workarounds for customers.
Assist with quality assurance and testing procedures.
Establish plan of action to determine library workflows and develop understanding of daily library operations.
Provide customers and staff with clarification on product functionality. Explain product capabilities and workflow to libraries.
Maintain open communication with all departments, individuals and resources within the company to perform all responsibilities.
Troubleshoot web based technologies on both server and desktop
Excellent oral and written communication skills, with the ability to create well written documentation and resolutions
Superior problem-solving and analysis skills with the ability to demonstrate quick, effective decision-making
Strong working knowledge of desktop Microsoft Operating Systems, Web browsers
Knowledge of web based application technologies and troubleshooting techniques
Knowledge of enterprise web based applications
Knowledge of Java, XML, Apache Server, Perl and SQL is preferred
Associate Degree in a related field or equivalent combination of relevant coursework, certifications, and experience is required.
BA/BS Degree in Information Technology/Systems, Computer Engineering,
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