Analyst

4 days ago

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WorkForce Software

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workforce management software • workforce management • time and attendance • time and attendance software • employee scheduling

501 - 1000 employees

🏢 Enterprise

☁️ SaaS

⚡ Productivity

💰 Private Equity Round on 2019-06

Description

• The Analyst will assist with the application support intake and issue evaluation process. • As first responder, the Analyst will troubleshoot incidents and actively work to resolve them or escalate as appropriate. • The position will report to the Global Support Manager • Work directly with customers to troubleshoot and resolve application/system issues efficiently to drive customer satisfaction • Build relationships and trust with customers through open and interactive communication. • Collaborate with internal stakeholders and management to reduce defects and improve overall product/system performance. • Contribute to customer self-help by authoring relevant knowledge base content. • Stay current on technical specifications for WorkForce Software products and Human Capital Management applications through continuous learning activities.

Requirements

• Strong technical and analytical aptitude, specifically in complex, enterprise software applications • Prior technical/system support experience in a customer-facing role is highly preferred • Experience with SQL and writing complex queries • Excellent oral and written communication skills • Prior customer service experience is highly preferred • Experience with business applications, such as Word, Excel, etc. • Must work well as a team member and individually • Familiarity or experience utilizing Java, C#, C++ or 4GL programming languages • Experience or background in HR, Payroll, or Time and Attendance preferred • Must be able to join on-call rotation and cover evenings/weekends as necessary