Innovative Systems, Inc., a global leader in the development and delivery of enterprise software data quality, data management, and risk/compliance solutions is seeking a Software Support Analyst to join our World Headquarters team in Pittsburgh, PA.
Your primary responsibility is to provide superior support to Innovative’s Global 2000 clients around world as you identify, analyze and resolve software and data issues in our North American markets. You will also collaborative with Innovative’s product development and implementation teams and develop solutions relative to troubleshooting of Innovative’s software products.
The ideal candidate will be....
Customer-focused and driven by the analytic, creative, and technical challenge of this role. You will have strong, problem-solving, process-orientation, written and verbal communication skills, and love working with a variety of clients.
As a support specialist at Innovative, you have the opportunity to work in and gain exposure to roles in software research and development, product implementation and consulting, and hosted (SaaS) solutions. We provide you with training to ensure a balanced and deep understanding of our leading edge technologies while expanding your career potential.
What you will be doing....
Each day will bring new challenges and the chance to collaborate with clients and colleagues globally as you:
Provide technical support to clients in Mexico and Latin America regarding issues related to software functionality via web-based tools, email, and occasionally by phone. This can include analysis of issues related to software and system functionality
Document and communicate clients’ requests for changes and enhancements to the software products in a timely manner
Manage customer expectations of response time and issue resolution
Provide on-call support for clients and internal teams as required
Create and develop SQL scripts and other custom software processes as required
Respond to and resolve issues in a timely and professional manner; collaborate with and engage other team members as appropriate
Review, validate, and provide feedback regarding documentation of software products, specifications, technical and end-user training manuals, or related written materials
Maintain professionalism is all communications; utilize proper written business communication (spelling, grammar, tone)
Help improve internal processes within the Support team
Perform other related duties as assigned or requested
The qualifications you must have include...
Bachelor's degree in Computer Science, Computer Engineering, Mathematics, or related engineering or technical field
Skill with using Windows
Excellent communication and client service skills
High analytic and strong problem-solving / creative thinking skills
Highly motivated with a strong work ethic
Strong follow through
Ability to work effectively alone and as a collaborator
Ability and willingness to work 24x7 on call customer support rotation
It's a plus if you have...
Skill with Unix and Linux operating systems
Experience with batch scripting
Server side testing experience with Web Service
Strong knowledge of testing processes and methodologies (plan, design, execute , report)
Proven interest or experience in customer / product support
Fluency with other languages
Innovative provides you with...
Competitive compensation and excellent benefits that include Medical/Dental/Vision Insurance, 401(k) plan, Life Insurance, STD/LTD, paid time off, and a profit-sharing program.
About Innovative Systems, Inc.
Innovative Systems, Inc. is one of the fastest growing global leaders in the development and delivery of software solutions and services. Here you will find a fast-paced company with a unique, entrepreneurial vibe, where you can be part of making a difference!
Innovative’s close-knit teams work collaboratively to design, deliver, and support data management solutions for Global 2000 clients in over 40 countries around the globe. If you are hungry to learn and grow – consider joining the Innovative team where working with and being mentored by senior leadership (including our CEO) – is just part of the day!