Support Analyst Level 1

Duties and responsibilities

• Support customers by understanding the ask and issue raised by customer, asking right questions to the customer, investigating and resolving MCi product-related application and technical issues, including problems/help-desk tickets related to application configuration, installation, interfaces, standard reports (Crystal) and functionality (mostly, but not limited to, Track and Forecaster products)
• Assigning tickets to appropriate department within MCi and Support team based on the Ticket Assignment Matrix on a rotation basis
• Work closely with the Support team analyzing, troubleshooting and managing issues
• Proactively and diligently work on issue resolution and communication of ticket updates, statuses, blockages and solutions back to management and especially to customers within SLA response and resolution guidelines 
• Escalate issues that needs attention to Customer Support Manager and Customer Success Management Personnel as and when needed 
• Promptly respond to clients’ requests and inquiries and direct to appropriate person if needed
• Self-monitor ticket statuses to ensure they get resolved within MCi service level agreement (SLA) timelines
• Identify and communicate work around solution for open issues or problems under investigation or pending resolution
• Document and log case histories, issues, actionable steps, root cause analysis and resolution steps taken within the Support tool 
• Proactively take ownership of help-desk issues by exerting proper due diligence and follow-through with applicable customers and MCi teams/organizations to communicate accurate ticket statuses on a timely basis
• Adhere to established internal processes; make suggestions for process improvements, as applicable
• Ability to take after hours calls (on rotation basis) and resolve Sev 1 and Sev 2 issues and escalate as needed
• Exert professionalism by replying to emails and meeting invitations; show-up to meetings prepared and on-time

• Bachelor’s degree in a technical or business-related field preferred
• Entry-level to 3 years of experience supporting IT and business applications, preferably in the SaaS industry
• Customer-service mentality and attitude
• Basic to moderate understanding of ERP and application interfaces, including APIs/Web Services
• Knowledge of Windows operating system and SQL queries and database schemas/structures preferred
• Understanding of .NET applications and functionality preferred
• Experienced at troubleshooting application and/or interface related problems
• Crystal Reports knowledge and experience strongly preferred
• Strong analytical, customer service and problem-solving skills
• Strong and effective communicator, especially as it relates to explaining the root cause of issues
• Strong Documentation skills such as creating Knowledgebase Articles and Root Cause Analysis 
• Teamwork and team player with a positive, can-do attitude
• Self-motivated and highly driven to succeed
• Ability to work independently  with less to no supervision 
• Knowledge of Microsoft Office 365,  particularly Word, Excel and PowerPoint
• Familiar with Software Development Life  Cycle, especially Agile methodology and concepts
• Proficient in English (spoken and written)

• Takes ownership of assigned  tasks/work and deliver within agreed timeline 
• Strong problem-solving skills
• Effective communication skills across all levels of the organization and specially with customers
• Strong interpersonal and  customer-service skills; know your audience (internal and external)
• Eager to learn MCi’s suite of  products, especially Track, Access Control Systems, Track Integrations and      Forecaster
• Easy to work-with
• Flexible; willing to accommodate team’s preferences
• Proponent of diversity; fits easily within a diverse culture and work environment
• Does not hesitate to reach across the organizations (e.g., Services, Products, PMO, Engineering, Development, etc.) for investigating and resolving problems