Application Support Analyst - BI

Join Our Team as an Application Support Analyst at SoftWriters!

Are you passionate about technology and making a real difference in healthcare? At SoftWriters, we empower LTC pharmacies and save lives through innovative IT solutions. 

The Role

The Application Support Analyst is a high-energy, dynamic problem solver responsible for providing expert technical product support to clients, as well as troubleshooting complex software application issues quickly and effectively.

Must have an understand of BI products and dashboards.

Duties involve responding to clients promptly and professionally, accurately documenting issues and resolutions, and collaborating with clients and internal employees to solve complex technical problems and ensure a world class customer experience.

Responsibilities:


* Provide customer focused product support to Softwriters customers – interacting with end users at all levels


* Answer product questions and resolve technical issues daily via phone, email, and/or remote access


* Promptly and professionally troubleshoot, diagnose, and resolve software problems and educate users on resolutions Ensure end user needs are met with consistently high quality of service


* Research technical issues, error codes & software bugs in a timely manner and follow up directly with the customer offering recommendations, action plans and troubleshooting instructions


* Escalate cases when customer satisfaction comes into question


* Ensure compliance with Softwriters core values, standards, methodologies, and techniques


* Works as part of a high-performing support team to help optimize user experience


* Handle technical queries using SQL (MSSQL) and resolve issues related to


* Engage appropriate resources to resolve technical issues and update clients on progress toward resolution


* Fully document each client issue/resolution


* Work on special projects to improve operating efficiency of technical/applications support


* Participate in the on-call support rotation and ad hoc evening rotation and off hour projects

Other duties as assigned

Minimum Requirements:


* Bachelor’s degree and/or equivalent education as well as experience in a computer, software, or a related field


* 1+ year of experience in troubleshooting software application and work-flow process problems


* Demonstrated problem-solving capabilities and a proven passion for providing top-notch service to all customers


* Experience with Azure Application Support Environments


* Experience with Tableau and other report writing applications


* Ability to empathize with frustrated customers as well as handle difficult conversations and interactions


* High technical aptitude - ability to quickly learn new software, technologies, and skills


* Ability to work both independently and collaboratively to resolve client issues without detailed supervision in a fast-paced, dynamic environment
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