Software Support Analyst

**Specific Job Functions:** - Serve as primary client contact in regard to incoming support requests. - Answers calls to the Customer Support Desk and accurately captures information on all service requests. - Manage and resolve incoming customer support requests that may consist of application questions or problems in the area product functionality, troubleshooting, and bugs/enhancements. - Solves problems independently using experience and troubleshooting procedures. - Attempts to resolve majority of end user technical issues without need for further escalation or call routing. - Escalate support request to internal teams as required. Follow through to obtain status updates. - Facilitate issue resolution by being a liaison between our Customers and Internal Teams. - Communicate status of support requests in a timely manner to our Customers and internal parties as needed. - Keep up to date on the latest technology around our integrated products. - Continue to increase individual skills which aid in the support of our products. - Shares knowledge and experience with other team members to supplement collective knowledge base. - Prepares process and procedure documentation, as needed, and participates in periodic process and procedure reviews to ensure that materials are regularly updated. **Qualifications:** - Bachelor’s degree in related field, or equivalent experience or Associates degree in related field with 2+ years’ experience. - Excellent verbal and written communication skills. - Independent problem solver able to trouble shoot and communicate technical software related information to diverse audiences. - High energy and a high degree of flexibility to adapt to challenges. - Confidence in public speaking. - Must be able to work in rotating 24/7 shifts, including holidays. **Compensation:** The annal salary range for this position is $60,000 -$70,000, depending on experience. **Benefits:** INIT offers challenging tasks and responsibilities in a successful team with a pleasant working atmosphere and the opportunity for personal and professional growth. We offer a generous vacation package, 401K, medical, dental, disability and life insurance. **INIT is an Equal Opportunity Employer**