Job Opening: Support Analyst

Department - Technical Support

 

Job Summary

The Support Analyst is responsible for being the main point of contact for receiving incoming support requests for SYSPRO and associated software products.  Responsibilities include but limited to are thoroughly documenting problems/questions/requests, developing test plans / conducting testing, reproducing issues in test databases, recommending workarounds as appropriate within the software, and preparing documentation and test results when reporting software discrepancies (bugs) to development teams.

Job Description

Performs the following functions:

  • Receiving incoming software support calls from customers, prepared to support both front and back end of the SYSPRO ERP Application  including accounting, manufacturing, distribution and associated reporting services
  • Connectivity to customers through remote support tools for the purpose of gathering data and troubleshooting issues
  • Conduct in-depth analysis software application functionality and client software configuration issues
  • Troubleshoot requests and follow appropriate procedures
  • Responsible for managing open service ticket queues
  • Generate technical documentation for our knowledge-base and in some cases for end user instructions
  • Provide resolutions in accordance with Service Level Agreements

Qualifications & Competencies

  • Written/Oral Communication –  Writes clearly and informatively, edits work for spelling and grammar, varies writing style to meet needs, presents numerical data effectively, able to read and interpret written information. Speaks clearly and persuasively in positive or negative situations, listens and gets clarification, responds well to questions, demonstrates group presentation skills and participates in meetings.
  • Problem Solving / Technical Skills – Analytical, good technical skills, identifies and resolves problems in a timely manner, gathers and analyzes information skillfully and uses initiative to improve processes. Works well in group problem solving situations and uses reason even when dealing with emotional topics.
  • Customer Service – Requires good listening skills, manages difficult or emotional customer situations, responds promptly to customer needs, and solicits customer feedback to improve service. Responds to requests for service and assistance and meets commitments.
  • Team Work – Balances team and individual responsibilities, exhibits objectivity and openness to others' views, gives and welcomes feedback. Contributes to building a positive team spirit, puts success of team above own interests, able to build morale and group commitments to goals and objectives. Supports everyone's efforts to succeed and recognizes accomplishments of other team members.
  • Organizational Support – Follows policies and procedures, completes administrative tasks correctly and on time, and supports organization's goals and values.  Benefits organization through outside activities, supports affirmative action, and respects diversity.
  • Adaptability/Dependability – Adapts to changes in the work environment, manages competing demands and changes approach or method to best fit the situation.  Able to deal with frequent change, delays, and/or unexpected events. Enthusiastic about technology, must be a self-starter and be self-motivated.

Skills Required

To perform this job successfully, an individual should be computer literate and have in-depth knowledge of ERP Software and working knowledge of MS Outlook, Word, Excel, and PowerPoint.  Computer skills that are specific to the job function include but not limited to:

  • Experience supporting or using applications including Accounting, Distribution, and Manufacturing
  • Experience with ERP software such as SYSPRO, Macola, Epicor, SAP, Sage, MAS500, or Oracle EBS
  • Requires knowledge of MS-SQL server, Crystal reports, VB scripting, Windows servers, and desktop operating systems including Microsoft Office products
  • Must have good working knowledge of basic database administration

Education & Experience

Bachelor's degree or equivalent experience is preferred including 3-4 years of ERP Software experience in a software support role and 2 years of database experience in MS-SQL server and Crystal reports.

Employment Type

Full Time

Travel Requirements & Physical Demands

Professional office / corporate environment as related to work space, location, SYSPRO USA main office. The noise level in the work environment is usually moderate.

No travel is required. The employee is regularly required to sit, stand, and walk; use hands to finger, handle, or feel; reach with hands and arms and talk or hear. Specific vision abilities required by this job include close/distance/peripheral vision, depth perception and ability to adjust focus. The employee is occasionally required to stoop or kneel.

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