What are the responsibilities and job description for the Software Support Analyst (CRM) position at Amer Technology, Inc?
Job Details
This Support and User Testing Analyst will be responsible for providing first-line support to users experiencing issues with the CRM or TEA Help Desk systems, troubleshooting problems, and ensuring the smooth operation of the CRM and TEA Help Desk software. This analyst will also develop, and conduct training programs tailored to all levels of CRM and TEA Help Desk users, from beginners to advanced users, to enhance their understanding and efficient use of the systems.
This position works under limited supervision with considerable latitude for the use of initiative and independent judgment and reports directly to the CRM Director in the Customer Relationship Management & Data Standards Department of the Office of Information Technology.
Develops, monitors, maintains, and delivers communication for the CRM and TEA Help Desk product teams; helps team lead coordinate activities with multiple stakeholders influencing the development of the CRM and TEA Help Desk applications; contributes to and uses knowledge base articles
Monitors, reviews, and resolves Customer Relationship Management (CRM) and TEA Help Desk software support incidents at an experienced level, ensuring quality analysis, customer satisfaction, and satisfying SLAs; ability to write, edit, and review support operating procedures and ticket responses
Monitors, reviews, and completes software User Acceptance Testing (UAT) for all CRM and TEA Help Desk products; ensures all issues and enhancement requests are updated accurately and timely
Preferred: a working knowledge of Jira Software products
- CANDIDATE SKILLS AND QUALIFICATIONS
Minimum Requirements: | ||
Years | Required/Preferred | Experience |
4 | Required | Using Atlassian Jira Products (Service Desk and Software) |
4 | Required | End User Testing of software releases |
2 | Preferred | Using Zendesk Help Desk |
2 | Preferred | Using MS Modern Requirements |
