Software Support Analyst

Description

Description About the Company

Touchnet, a division of Global Payments, is a leading provider of campus software for Higher Education helping Universities manage everything from Tuition, Payments, Dining, Housing, Continued Education, Parking, etc. Our goal is to build the best products and partner with our clients to help them improve their business operations. Our focus is on delivering quality turn-key solutions in a team-oriented environment. Our purpose is to deliver world class customer service and support to our entire customer base.

Position Summary

Reporting to the Director of Support, the Level II Technician serves as a dedicated resource to assist resolving hardware and software issues which may require creative problem solving, researching logs, managing customer data, and documenting technical details for product development. This position will work in conjunction with other client services teams, all focused on customer issue resolution. A primary focus of this job is producing high quality, detailed work with precise, verifiable, and repeatable details. This position will be responsible for working inbound cases from clients in a timely manner, quickly responding, clarifying, and troubleshooting their issues to resolution.

Position Responsibilities

• Provide Support to clients using a variety of Touchnet products at Universities
• Assist customers with data management, reporting, and other advanced system functions, while working/coordinating with teams across Touchnet.
• Manage and resolve open problem tickets.
• Engage on client issues, with focus, but not limited to: Data conversions, API/Interface, Customizations, Report Building, Sql knowledge, etc.
• Document and communicate customer issues to the appropriate teams.
• Collaborate with colleagues to maintain accurate records and reports.
• Identify and report issues to the product team.
• Develop strategies to improve the usability and functionality of products.
• Being proactive and taking initiative are the keys to success. Utilization of slow business periods to remain current, as well as transfer knowledge downstream to staff is a required function of the role.
• Continuously learning and being able to work through complex problems that are outside of the core training and documentation provided.
• Helping continuously improve documentation and knowledge to improve the overall teams knowledge.
  
  

• The Level II Technician must possess an extremely high degree of inherent technical problem solving and troubleshooting skills demonstrated with product expertise.
• Able to work patiently with end-users of both a technical and non-technical background and detect the level of communication required for the particular situation.
• Must be able to communicate effectively with Senior and Executive level Management
• Interpret error logs and troubleshoot system and application issues.
• Proven ability to document system workflows.
• Proven ability to prioritize multiple activities and objectives in a rapidly changing environment.
• Convey technical concepts and user needs as well as communicate technical issues effectively.
• Very strong communications skills, both verbal and written. Must communicate effectively and establish customer rapport quickly while complying with established support processes and procedures.
• Strong, solution oriented, team player.
• Ability to negotiate alternatives, know when to escalate a problem or when to require additional action from customers. Must be able to balance and prioritize multiple priorities “by the book” and know when further escalation is required.
  
  

• Ability to develop proficiency in the nuance and operations of Higher Education.
• Senior level proficiency with Microsoft Windows Operating Systems: 8, 7, Vista, and XP. Extensive experience with installation of customized installs of Windows Server 2012, 2008,
• Proficiency with researching logs, understanding how software and APIs deliver services, ability to work with legacy command line operations utilized in troubleshooting, along with custom report development.
• High level of proficiency with networking, including the fundamentals Windows Active Directory, and Network/Domain policies.
• Superior analytical problem solving skills.
• Experience with GSuite, Salesforce, MS Visio and the MS Office suite of tools, including MS Word, Excel, and Access.
  
  

• Education: Four year degree (BA/BS) preferred but not mandatory with adequate experience.
• Experience on customer technical support help desk preferred but not mandatory.
• Experience in the collegiate payments market is highly desired.
• IT Certifications are highly desired.
  
  

• Tier 1 medical insurance for team member and dependents upon joining (worldwide coverage)
• A positive, productive, and energetic work environment!
• 25 days annual holiday
• Global career progression opportunities
• Wellbeing initiatives, regular social events and charitable initiatives to give back to our community
• Office with amazing views on JLT park, lake and Dubai Marina
• Exciting team-building activities