AbsenceSoft · 5 hours ago

Senior Tier 1 Support Analyst

Denver Metropolitan Area

Full-time

Remote

Mid Level

$50K/yr - $75K/yr

3+ years exp

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Information TechnologyManagement Information Systems

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Responsibilities

Respond to client questions and issues including bugs, feature requests, and business processes primarily through a web-based ticketing system and support line.

Work directly with clients, as well as Development and Quality Assurance teams to identify, triage, and resolve system issues.

Perform production support hand-off presentations, support tool training, and other ad hoc training as needed, using Zoom Meeting or other web-hosted service.

Document frequently asked questions and prepare knowledge-based content.

Document requirements and user stories for production issues and feature requests.

Coordinate with various teams to prioritize tickets, analyze root cause, and assist in efficient resolution of all production processes.

Participate in a highly compliant environment while assisting to maintain company controls and security within your job role.

Assist in maintaining applicable organizational security and compliance controls within your department, role, and subordinate’s roles.

Other duties as assigned.

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Technical support experienceIssue ticketing systemsTroubleshooting proficiencyJiraSalesforceMicrosoft Office SuiteCustomer support processesMultitasking skillsFMLA knowledgeDisability knowledgeADA knowledgeSoftware Development Life Cycle