Softworld Customer Support Analyst in Burlington, Massachusetts

Customer Support Analyst

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Date posted:

October 20, 2016

Job Type:



Burlington, MA

Job ID:



Customer Support Engineer will focus on supporting customers who have questions or issues pertaining to the use of the client’s service.

As a Customer Support Analyst you will: Handle email reports, web-to-case reports and customer calls regarding technical issues related to the use of the client’s service Learn/support the standard client’s service and client’s APIs Re-produce and resolve complex technical issues in a timely manner Achieve proficiency of client’s CRM system to log, track, and manage reported issues Create and maintain application notes Deepen your knowledge on application security concepts Work with the client’s product strategy team to file and track customer enhancement requests

Requirements & Skills 4 year college education in Computer Science, Engineering or related field, or equivalent experience 2-4 years in a Technical Customer Support related role, supporting Java or .NET applications Client requirement gathering, prioritization and scoping experience. Strong technical writing skills Strong oral communication skills in English and good presentation/teaching skills Excellent problem-solving and organizational skills