Software Support Analyst
Prism - Remote

The Software Support Analyst directly communicates with customers to provide incident support and resolution, customer training, and is responsible for maintaining healthy customer relationships while providing world-class customer service. This position is responsible for communicating escalated incidents, customer concerns, and software issues and takes ownership of PrismRBS's product offerings by providing end-user testing and escalating feedback from customers to the appropriate channels. This is a non-exempt, non-supervisory position, reporting to IT Support Supervisor

 Primary responsibilities include:

 • Providing guidance and educating customers on PrismRBS's software, hardware, and operating systems

• Providing world-class customer support to clients via phone, email, and designated ticketing system

 • Accurately logging, analyzing, and resolving incidents and service requests using designated ticketing system

• Meeting Service Level Objectives for incidents and service requests

• Prioritizing work based on severity and priority of incident, service request, or problem

• Identifying and escalating priority incidents while providing customers with continuous communication

• Interacting and coordinating with other teams to resolve customer incidents and service requests

 • Interacting and coordinating with third-party software vendors and partners

• Remaining knowledgeable on software release information while continuing to self-educate on software and hardware changes and applicable updates

• Configuring new systems and test enhancements to the software and hardware

• Assisting in identifying areas of improvement for customer and user training of software, hardware, and operating system

• Complying with all company personnel policies and practices as well as all federal, state, and local standards/requirements

• Other duties as assigned Qualifications, skills, and abilities:

• Strong interpersonal and customer service skills

• Strong written and verbal communication skills with the ability to clearly communicate technical concepts to non-technical end-users

• Excellent problem-solving and troubleshooting skills

• Ability to prioritize and multi-task in a fast-paced environment

• Desire for continued education and the ability to embrace changes in technology and work environment

• Ability to exhibit exceptional planning and organization skills

• Strong organizational skills including being detail-oriented, highly adaptable, and able to work autonomously

• Ability to build relationships and work both collaboratively and independently

• Comfortable training customers in a hands-on classroom setting and online

• Willingness to travel to customer stores in the United States and Canada for training and implementation as needed

• Desire to display and withhold company culture and standards Experience/knowledge:

• Associate’s degree • Microsoft Windows environments

• Previous experience with computer applications such as Microsoft Word and knowledge of Windows

• At least one year of experience in software or technical call center support preferred

• Experience remotely supporting back-office or ERP systems preferred • Experience remotely supporting POS solutions preferred

Salary: $19.00