IT Product Support Analyst I - Remote Eligible

Support Analyst I

The Support Analyst I will be responsible for providing technical assistance and support to users experiencing issues with software applications. This role will play a critical role in ensuring the smooth operation and functionality of our software products by diagnosing and resolving technical problems, assisting with software installations and upgrades, and providing comprehensive training and guidance to end-users.

Responsibilities:

• Respond promptly to user inquiries and provide technical support via email, phone, or remote assistance tools.
• Diagnose and troubleshoot software issues reported by customers, escalating complex problems to the appropriate team members if necessary.
• Guide users through step-by-step solutions, explaining technical concepts in a clear and understandable manner.
• Collaborate closely with developers and quality assurance teams to identify and resolve software bugs and usability issues.
• Document and track support cases, ensuring timely resolution and maintaining detailed records of customer interactions.
• Assist with software installations, configurations, and updates for new and existing customers.
• Develop and deliver training materials and user documentation to help customers maximize their use of our software products.
• Stay up to date on product features, updates, and industry trends to provide informed support and advice to users.
• Contribute to the continuous improvement of support processes and procedures to enhance customer satisfaction and efficiency.
• Additional job related duties as assigned.

Requirements:

• Bachelor's degree in Information Technology or related field preferred.
• Associates degree in an IT related field.
• 1-3 years of experience in a support function or role preferred.
• Proven experience in a technical support role, preferably in the software industry.
• Strong troubleshooting skills and the ability to analyze complex technical problems.
• Excellent communication skills, both verbal and written, with the ability to convey technical information clearly and effectively to non-technical users.
• Proficiency in using remote support tools and troubleshooting software applications.
• Familiarity with software development processes and methodologies.
• Customer-focused mindset with a dedication to providing exceptional service and support.
• Ability to work collaboratively and independently in a fast-paced environment, managing multiple priorities effectively.
• Flexibility to work occasional evenings or weekends to provide support during critical periods or software releases.
• Certification in relevant software or technical support areas is a plus.

Bilingual, military, military spouses and veteran applicants are strongly encouraged to apply! Currently, POOLCORP has over one hundred and twenty military personnel serving on our team. We understand the uniqueness of hiring military personnel and veterans and will support him/her in the time of duty or with the transition into new civilian professions.

All offers to external candidates for employment are contingent upon the successful completion of pre-employment drug testing and background verifications before employment is finalized. POOLCORP, including all its subsidiaries, is a drug-free company and Equal Opportunity Employer – By Choice. The Company understands, respects, and values diversity – unique styles, experiences, identities, ideas, and opinions – while striving to be inclusive of all people. This commitment is critical to our success as a global company as we seek to recruit, develop, and retain the most talented people from a diverse candidate pool. Hiring and promotional decisions are based solely on the qualifications required for the job to be filled.