Software Support Analyst

At EnvisionWare, our mission is to provide customers with quality software and exceptional service. We strive to maintain our reputation for integrity, responsiveness and fairness to customers, suppliers, competitors and employees.That commitment has led to our unprecedented growth and to our becoming the largest publisher of public PC management solutions with 2000+ installed sites in seven different countries.EnvisionWare, Inc. has an immediate opening in our Duluth, GA headquarters for a Software Support Analyst. The responsibilities and requirements for the position are outlined below.

• Provide Tier I and Tier II support for EnvisionWare products
  • Keep thorough and accurate notes on open technical issues and issue resolution
  • Track information accurately into EnvisionWare’s internal ticket tracking system
  • Attempt to replicate reported technical problems using lab computers. Document the steps necessary to recreate the problem.
  • Work with support staff and developers to resolve defects and verify that confirmed defects are satisfactorily resolved and communicated to customers
  • Troubleshoot and develop technical solutions related to software and setup errors for customers
  • Create work-around procedures when standard procedures have failed
  • Escalate urgent or lingering problems to appropriate internal resources
• Required character traits
  • Logical, creative thinker
  • Organized
  • Self-directed; able to work with minimal supervision
  • Able to prioritize tasks according to urgency, severity, and impact to customer
  • Able to remain calm and professional when dealing with frustrated customers
  • Excellent verbal and written communications

Unlike many other software support or help desk positions, EnvisionWare’s Software Support Analyst must do more than walk customers through checklists and perform rote troubleshooting and diagnostics processes. We do not have massive documents containing the answers to all possible technical problems that might occur with our systems. Our Support staff must be able to analyze problems reported by customers, determine the most likely cause for the problem, perform testing to verify that the suggested fix or work-around will solve the customer’s problem, and work with the customer to implement the solution. Our software is not complicated, but the public library environments in which it runs are very different from traditional corporate networks. In addition, the software is highly configurable, and this makes each installation virtually unique.

The successful Software Support Analyst will enjoy both solving problems and working with people. He or she will like researching issues using a variety of resources, both internal and external. He or she will explore “what if” hypotheses that ignore preconceived boundaries about what might or might not be wrong, then work to test his or her theories in simulated environments. This person must be logical and organized, self-directed and able to work with minimal direct supervision, able to intuitively prioritize tasks according to the urgency and severity of the issue as well as the impact it has on the customer, and able to remain calm and professional when dealing with frustrated customers. An ability to exercise creative and analytical thought is a must, as are excellent written and verbal communications skills.

We offer a competitive compensation and benefits program that includes medical, dental, vision and disability benefits, 401(k), and a business casual dress code. Click here to apply.

EnvisionWare is an equal opportunity employer and hires without regard to race, color, religion, sex, national origin or sexual orientation.