Technical Support Analyst

The Technical Support Analyst’s primary goal is to assist customers with their Verivo Software platform by reviewing, analyzing and evaluating a customer’s software environment and mobile application configuration. The Analyst, using troubleshooting and issue isolation techniques, will assist customers with resolving issues with both new and existing mobile applications.  The Analyst will provide Verivo Software feedback on new and existing software features. When possible, the Analyst will provide product recommendations and workarounds focused on improving current workflows, as well as highlight appropriate documentation to help customer resolve their issues in a timely manner.

Essential Duties and Responsibilities (including, but not limited to):

• Provide superior customer service and support via web, email, WebEx, and telephone leveraging expert knowledge of the Verivo Software and technical skills (in a team oriented environment) to resolve customer requests.
• Contribute to the creation and maintenance of customer documentation including writing support notes, FAQ’s and product documentation.
• Improve future product releases by communicating customer feedback regarding product usability to Product Management.
• Work closely with Product Team to communicate recommendations, customer feedback and design based on experience working in customer environments.
• Maintain the customer information system by keeping all call-related and customer demographic information up to date.
• Manage and prioritize customer requests.
• Work with Relationship Management to build customer relations and identify new sales opportunities to meet customer needs.
• Work on internal projects to improve process and efficiency at Verivo Software

Qualifications:

• Self motivated, creative thinker capable of thinking outside the box to resolve customer issues and provide superior customer service.
• Excellent communication skills via email and telephone
• Ability to learn new skills in a rapidly evolving field and enjoys working collaboratively.
• Knowledge of diverse technologies and experience with mobile software is a plus.
• Strong technical background, with experience in one of the follow areas required: managing Windows Servers, web services or database servers.
• Bachelor’s Degree or relevant experience.

Click here to email your resume and cover letter to Verivo. Please reference the position your are applying for in the email’s subject line.