A specialized solutions provider, located in Pittsburgh, PA, is seeking a Support Analyst.
Responsible for providing client support, administering client support cases, monitoring application data and supporting client training.
Provide support to clients via phone, email and web case submissions.
Enter case data into the system; update and close cases as appropriate.
Diagnose client issues and collect pertinent data on the issues.
Provide support for items where solution is known and close case.
Monitor all cases to ensure that resolution deadlines are being respected.
Follow up with assignees as necessary to close cases.
Document all solutions and maintain a solutions database.
Prepare monthly reporting on client support activity.
Work with the support team to proactively evaluate and improve client support.
Participate in next release design to create awareness of client problems.
Monitor regular data upload from clients.
Ensure timely data submissions.
Prepare scheduled client reports.
Assist in preparation for on-site and web-based training.
Conduct training at client locations or via the web.
Ability to develop training materials on advanced topics preferred but not required.
Bachelor’s Degree in Business, Supply Chain, Logistics, or related field required
0-2 years of related technical, application, or software support experience
Understanding of Supply Chain execution is highly desired
Strong skills with MS Office (Excel, PowerPoint, Word, Outlook)
Ability to learn new software applications
Ability to run database queries
Excellent written and oral communications skills
Highly detailed-oriented with strong technical aptitude
Ability to multi-task and prioritize multiple assignments
Hours: Monday-Friday, 8:00am-5:00pm
Additional Salary Information: Pay rate depends on experience
About JH Technical Services, Inc.
JH Technical Services, Inc. / JH Staffing Services was founded in 1996 and is headquartered in Pittsburgh, PA. JH has become one of the area’s fastest growing and most respected staffing firms, and is focused on assisting both clients and candidates throughout the tri-state area. We offer contract, contract to hire, and permanent placement options. The industries that we specialize in include the following: Engineering, Architecture, Information Technology, Construction, Energy, Manufacturing, and Professional/Office. The Right Recruiter. The Right Measurements. The Right Candidates.