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Technical Support Analyst

Job Title:

Technical Support Analyst

Location:

Boston, MA

Industry:

Information Technology

Job Description:

see summary

Job Requirements:

We're looking for highly motivated Technical Support Analysts (Tier 3) with experience solving complex technical software problems in enterprise systems. The Technical Support Analyst is responsible for troubleshooting issues escalated from Tier 1 & 2 Support and is able to perform data analysis (Oracle SQL and PL/SQL) and debugging (Java stack) to identify the root cause of technical issues for the CrunchTime! Application Suite.  An ideal candidate is a self-starter, possesses exceptional analytical and problem-solving skills, and is able to work independently as well as collaborate with cross-departmental teams.

 

Your Responsibilities:

  • Prioritize tickets and provide timely issue resolution or further escalation, ensuring adherence to CrunchTime’s SLA
  • Analyze data and debug application code to determine the root cause of CrunchTime! software issues escalated by Tier 1 & 2 Support
  • Utilize CrunchTime’s CRM and project management tools to thoroughly and clearly document assigned issues
  • Collaborate across departments to resolve issues
  • Maintain technical expertise and knowledge of CrunchTime! software release versions
 

Skills & Requirements:

  • BA or BS degree, ideally in a technical field
  • Expertise in SQL; Understanding of PL/SQL
  • Able to debug structured code to troubleshoot and identify defects; Java preferred
  • Leverages MS productivity tools (Excel, Word) to analyze data and document cause and effect.
  • Experience working with ERP systems; Understanding of SaaS architecture
  • Strong attention to detail and complex problem solving capabilities
  • Able to work independently and as a team member
  • Manages time effectively in a fast paced environment and prioritizes the support queue to meet SLA targets.
  • Learns new technologies quickly and understand complex problems
  • Takes an exhaustive approach to every task. Committed to comprehensive and in-depth analysis, planning, and implementation of every work effort
  • Able to communicate verbally to technical and non-technical audiences and at all levels of the organization
 

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