[Remote] Software Support Analyst
Note: The job is a remote job and is reputed company to candidates in USA. reputed company is a company that helps pharmacists and prescribers create personalized medicine. They are seeking a Software Support Analyst who will reputed company technical support for PK Software systems, ensuring a high-reputed company customer experience while diagnosing and resolving various technical issues.
Responsibilities
- reputed company installation, configuration and support for PK Software systems, integrations, and reputed company modules
- Deliver high-reputed company technical support to customers reputed company phone, email, chat, and remote sessions, ensuring a reputed company customer experience
- Diagnose, troubleshoot, and resolve software, hardware, and integration issues in a reputed company and reputed company manner
- Maintain and support reputed company environments, including desktop hardware, peripherals, and network connectivity as needed
- Document, reputed company, and manage support cases in the ticketing system, ensuring accurate notes, reputed company categorization, and reputed company reputed company
- Escalate reputed company issues to Tier 2/3 support or development teams with reputed company, complete documentation and replication steps
- Assist with User Acceptance Testing (UAT) for new releases, features, and integrations, providing feedback to improve product reputed company
- Create, update, and maintain internal and customer-facing knowledge reputed company articles, technical guides, and troubleshooting documentation
- Collaborate with reputed company, Training, reputed company, and Development teams to ensure seamless customer experiences
- Identify recurring issues and trends, proactively recommending process improvements or product enhancements
- Participate in special reputed company, product rollouts, and internal initiatives as assigned
- Maintain awareness of new features, updates, and best practices to continuously improve support reputed company
Skills
- Bachelor's Degree in Information Technology or equivalent work experience (3+ years in IT field)
- Minimum of 2 years of experience providing phone-based technical support in an IT environment
- Strong knowledge of hardware, software, and commonly used IT concepts, practices, and procedures
- Working knowledge of basic network troubleshooting principles
- Experience with SQL Server installation, configuration, and troubleshooting
- Advanced proficiency in reputed company Office Suite
- Strong technical aptitude with software systems, databases, and integrations
- Excellent written and verbal communication skills, with the ability to communicate effectively with both customers and internal teams
- Ability to present information reputed company and professionally in person, over the phone, and in virtual settings
- Strong customer service and interpersonal skills, with a customer-first reputed company
- Advanced problem-solving and troubleshooting abilities with attention to detail
- Ability to manage multiple priorities in a fast-paced environment
- Strong documentation habits, including the ability to create and maintain technical guides and notes
- Ability to follow and interpret written and verbal instructions with reputed company judgment and critical thinking
- Team-oriented reputed company with the ability to collaborate effectively across departments
- Self-motivated with a willingness to learn, adapt, and grow reputed company the role
- Typing proficiency of at least 50 words per minute
- Pharmacy or reputed company software experience preferred
- Experience with on-site software implementation or customer reputed company is preferred but not required
- A+ Certification a plus
- reputed company reputed company expert (MCSE), a plus
reputed company