Job description
The Support Analyst provides application support to customers involving answering complex questions, contributing to a knowledge base, and serving as a support liaison between the company and the customer.
What your impact will be:
- Handles the escalated support calls or tickets; may work directly with customers to provide services and help resolve computing problems.
- Manages bug fixes and software enhancements.
- Uses discretion to effect timely solution of problems in order to ensure customer satisfaction, eliminate downtime and prevent cost overruns.
- Recognizes issue with code, but escalates to development.
- Provides technical leadership and training for lower level support specialists.
- Receives requests for computer technical assistance and problem resolution from company employees.
- Collects detailed information to categorize request in order to determine method of resolution, and create processes and guides.
- Exercises sound professional judgment in analysis of problem in order to: (1) attempt hardware/software solution by phone, or (2) decide proper level of maintenance required to solve problem.
- Directs the activities of lower level technical support analysts to contribute to the overall performance of the help desk operation including internal training and mentoring.
- Other duties as assigned.
What we are looking for:
- Knowledge of general accounting practices and proficiency in accounting concepts
- Friendly, professional, and dependable– we support a great customer base who love us for our skilled and friendly support
- Software adaptability
- Technical ability is a plus as we may field customer support calls of various sorts (simple networking, printing/scanning, and general environmental troubleshooting)
- Insurance industry knowledge is a bonus, as our customers are insurance agencies who may have industry related questions
What we can offer:
- 3 weeks' vacation and 5 personal days
- Comprehensive Medical, Dental, and Vision paid by Harris starting from your first day of employment
- Employee stock ownership and RRSP/401k matching programs
- Lifestyle rewards
About us:
Agency Software, Inc. (ASI), established in 1988, has been a leader in property & casualty insurance software since its inception date. With company focus, development, and marketing strategies aimed and addressed toward Property and Casualty insurance technology for the new millennium and beyond, ASI is committed to developing customized software systems for those agencies that share the common goal of increasing overall written premiums while decreasing errors and omissions exposure.
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