PolicyIQ Technical Support Analyst

Company: Resources Global Professionals Location: Cranberry, PA 16319 Status: Full Time, Employee Job Category: IT/Software Development Company: Resources Global Professionals Email: Apply by Email Reference Code: 1212351MBO PolicyIQ Technical Support Analyst Our policyIQ® (www.policyIQ.com) software product is a web-based content management system used by companies of all sizes to manage their policies, procedures, and track compliance with their internal controls. We are currently looking for a Support Analyst to assist the policyIQ group, in the Cranberry office, with supporting the policyIQ application. The Support Analyst is responsible for answering support calls and emails, logging all customer interactions, populating the knowledge base and replicating and resolving customer issues. The person hired for this position is expected to quickly become an expert in the policyIQ product. Applicants should understand that we require individuals to deliver Excellent Customer Service to our customers and working with customers is a major part of this position. Applicants need to posses excellent communication skills and realize service should be provided in an accurate, timely and professional manner. The primary responsibilities for this role include: • Field support calls and emails, including document each call and disposition within the customer relationship management software • Answer first-level support questions • Assigning second-level support questions to team members for resolution • Client interaction to assure that their issues have been noted and will be investigated • Follow-up with both internal team members to ensure the issue was resolved and follow-up with client contacts to close the case file • Ability to work late shift (10 AM – 8 PM) on rotating schedule The secondary responsibilities for this position include: • Functional and regression testing of new product releases • Work cooperatively with staff within the Support Department and other divisions to accomplish departmental and corporate goals as needed • Be involved with the development and ownership of an automated build and deployment system. • Other duties as assigned by project team The qualified candidate will possess the following attributes: • 1-3 years of software support/help desk experience; Ability to learn new software applications a must • Strong writing skills and previous technical writing experience • Familiarity with T-SQL and testing web applications • Excellent personal and communication skills • Good problem-solving, decision-making and analytical skills • Detail oriented • Ability to efficiently handle multiple tasks • Team player • Associate’s degree required Familiarity with automated web testing software is a plus. We offer a competitive compensation and benefits program. EOE To Apply for this position, email to: recruiting@policyIQ.com