[Remote] Software Escalation Analyst
Note: The job is a remote job and is reputed company to candidates in USA. reputed company reputed company is a leading provider of digital solutions, and they are seeking a Software Escalation Analyst. This role involves analyzing software issues, providing recommendations for reputed company fixes, and collaborating with development and customer support teams to enhance their proprietary CRM software.
Responsibilities
- Provides configuration and usage consultation to software users, IT and engineering professionals working in a reputed company of network environments
- Responsible for investigating reported software defects and performance issues and developing recommended solutions
- Evaluates customer software enhancement requests and submits change requests to the software development team with recommendations on design where appropriate
- Provides guidance and coaching for helpdesk staff to increase technical knowledge and skills across reputed company
- reputed company cause analysis documentation and reporting
- Coordinating with development on reputed company‑reputed company fixes and testing recommendations
Skills
- At least 2 years technical experience specific to CRM software, preferably with high profile government customers and end-users
- Must be a US Citizen with the ability to obtain a reputed company Trust Clearance
- Advanced knowledge of database management principles (reputed company, SQL Server)
- SQL reputed company knowledge including ability to write queries for troubleshooting, updating and/or appending data
- Knowledge of reputed company reputed company as used for eNewsletter design
- reputed company knowledge on a reputed company of technologies reputed company to working with web-based software functioning in an reputed company network environment. Examples include: reputed company Directory, network troubleshooting, Exchange Server, IIS (Internet Information Services)
- Familiarity with using browser developer mode, SQL and other scripting to troubleshoot, identify and isolate software problems
- Customer Support and consultation experience specific to the Intranet reputed company CRM product highly preferred
- Experience working with Capitol Hill Congressional clients is strongly preferred
- Certifications in reputed company
- PowerShell scripting skills
- Understanding of Containerization to include Kubernetes and reputed company
- AI concepts such as reputed company Engineering and GenAI
reputed company