JOB SUMMARY The Technical Support Analyst II is responsible for troubleshooting and resolving intermediate technical issues on a wide variety of installed software and SOA systems. They need to be detail-oriented, organized, and able to manage time effectively in a fast paced challenging environment. The ideal candidate will have exceptional communication/soft skills, familiar with Collaboration Platforms, Postman, SmartBear’s ReadyAPI and possesses the ability to read/understand XML/JSON. Also, the candidate should be equipped with prioritization and attention to detail skills with a strong drive for success. ESSENTIAL FUNCTIONS Note: The duties listed below are intended only as illustrations of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar.
Under general supervision, is able to resolve median technical issues via phone, email, and remote access for customers and internal staff on a wide variety of installed software and SOA systems
Under general supervision, can accurately document all case interactions including customer contacts, resolution steps, customer feedback and capture supporting material
Promote knowledge transfer to influence positive change and strengthen the team's performance
Maintain a strong working knowledge of SMC3 products and services
Take ownership of customer interactions and utilize appropriate timely follow-through
Responsible for daily schedule adherence, remaining available to assist customers and maintaining quality
Continuously increase technical aptitude and develop customer service skills to improve the quality of the customer experience
Under general supervision, act as product technical liaison between development and sales teams
Stay abreast of the latest technology trends
Under general supervision, apply discretion to ensure outcomes of customer satisfaction
Performs other related duties as required.
Qualifications/Education/Skills Note: Qualifications listed are guidelines. Other factors may be taken into consideration.
Associate’s Degree
0-2 years of previous experience with technical support of direct end user/customer facing required
Knowledge of operating systems (Window 7 and higher), networking connectivity/troubleshooting, SoapUI, and web services required
Knowledge of Microsoft Outlook, Office, Word and Excel required
Understanding of SmartBear’s ReadyAPI used for Soap and Rest web services required
Familiarity with Postman
Knowledge of Collaboration Platforms (i.e., SharePoint)
Strong verbal and written communication skills
Ability to actively listen and comprehend technical issues
Apply discretion to ensure outcomes of customer satisfaction
Basic knowledge of the fundamentals of the Transportation Industry, a plus