Breg · 7 hours ago
Software Support Analyst II
Indianapolis, IN
Full-time
Hybrid
Mid Level
$58K/yr - $81K/yr
4+ years expBreg is dedicated to advancing orthopedic solutions that enhance the lives of patients and support healthcare professionals. The Software Support Analyst II will own customer relationships post-sales, providing advanced technical support and managing troubleshooting efforts to ensure customer satisfaction.
Health CareManufacturingMedicalSports
No H1B
Responsibilities
Owns the post-sales/post software implementation customer relationship and aims to delight customers with every engagement
Provides advanced technical support via phone and email for the company’s product portfolio by answering “how to” questions, answering technical inquiries, diagnosing reported problems or configuration issues, recommending possible solutions and follows issues through to successful resolution
Effectively and accurately reproduces issue and provides accurate detailed technical information to internal teams as required to drive to resolution
Leads and manages the interactions with appropriate technical/programming personnel for customer problems that cannot be resolved quickly, monitors progress to problem resolution and communicates feedback and updates to management and customers in a timely manner
Leads and manages troubleshooting deep dives with customers and field teams at the application integration, OS, database, server and network levels
Leads and manages technical escalations to maintain control of the situation during the troubleshooting process until resolution
Creates and documents knowledge gained from every customer interaction to contribute to knowledge growth and expansion of the Technical Support Team
Documents all customer-reported problems in the ticket tracking system, including the nature of the enquiry, and the resolution recommended
Meets service delivery metrics as defined by the department and performs special projects and tasks as assigned
Analyzes ticket trends and identifies opportunities for education to customers and Impact team to help with overall ticket count reduction
Challenges status quo to ensure current processes are always improving and enhancing customer experience
Training and on-boarding Support Analyst Level I positions
Qualification
Required
Bachelor Degree in Computer Science, Information Systems, Life Sciences or an equivalent combination of education and work experience
At least 4 years' experience and knowledge of working in technical support external customer-facing environments is critical
Strong customer service background with the ability to present information effectively; possess a professional and friendly phone manner; strong written communication skills
Experience analyzing, assessing and resolving complex system level software issues. Highly analytical; can think outside the box to solve customer issues
Ability to work independently and as part of a team in a customer-driven, fast-paced environment
Ability to leverage scripting tools to continually improve process efficiencies
Ability to communicate effectively with customers who may have a limited knowledge of computer systems operations and equipment
Demonstrable proficiency in the following areas: MSSQL (Stored Procedures, Ad Hoc queries using sqlcmd or SSMS), Experienced software installation in Windows OS, TCP/IP (DNS, UDP/TCP, ICMP, ARP), Virtualization platforms, Microsoft Office Tools (MS-Word, Excel, Outlook, PowerPoint), Remote Connection Software (GoToMeeting, Microsoft Remote Desktop, VNC, Skype, Google Hangouts), Salesforce or other CRMs, Jira or other bug tracking tools, Apple iOS (iPhone, iPad, application installation, settings), Understanding of EMRs, HL7 and integrations
Preferred
Knowledge of Python
Knowledge of C#
Knowledge of Kibana
Knowledge of Elasticsearch
Knowledge of ASP.NET
Knowledge of HTML5
Knowledge of CSS
Knowledge of JavaScript
Knowledge of at least 1 major network Firewall system
A passion for innovation and a commitment to Breg's mission to Keep Moving Forward
Benefits
Comprehensive Benefits: Medical, dental, vision, disability, and life insurance, effective the first of the month after hire.
Work-Life Balance: Paid Time Off (PTO) and company-paid holidays.
Growth & Development: Opportunities for professional advancement within a company that values your contributions.
Commitment to Diversity & Inclusion: Breg is proud to be an Equal Employment Opportunity employer, fostering a diverse and inclusive workplace.
Company
Breg
Breg manufactures and markets sports medicine products and services for orthopedic patient care.
1001-5000 employees
Funding
Current Stage
Late StageTotal Funding
unknown2006-01-01Series Unknown
Leadership Team
Nikki Thurman, CPA
Chief Financial Officer
George Fratian
Chief Information Officer and Vice President of Information Technology
Recent News
2025-07-08
Company data provided by crunchbase