Application Technical Support Analyst

POSITION OVERVIEW      

dormakaba is seeking a customer focused Application Technical Support Analyst for our Miramar, FL based Application Software Company; centered on Workforce Management (Labor, Time, and Attendance).  This position is responsible for quickly becoming an expert in the company’s labor time and attendance software and hardware products and provide clear and detailed solutions to customers by analyzing and resolving requests with its labor, time and attendance software and hardware solutions.

RESPONSIBILITIES

• Troubleshoots and triages requests in an effective and timely manner (escalating requests as necessary)
• Provides clear & detailed solutions to customers, documenting issues and resolution
• Uses ticketing system to accurately maintain and document activities to reported requests
• Uses time reporting system to accurately report time
• Prioritizes workload based on the severity of issue and end user need
• Keeps the end user and internal management updated during the resolution process
• Documents system problems and resolutions for future reference
• Maintains and expands internal and customer facing knowledgebase
• Maintains service skills that promote client satisfaction
• Responsibilities will require working a morning or evening schedule regularly, and may require   

            occasional on-call evening and weekend work in response to customer needs

REQUIREMENTS

• Bachelor’s degree in in IT/MIS or related experience in the field
• Excellent analytical and problem-solving skills
• Ability to independently learn new skills and technology and apply the skills in the environment
• Self-starter who can work independently and part of a team with minimal supervision
• Previous experience with support requests via phone, email and web-based systems, basic familiarity with Linux and Basic TCP/IP configuration is preferred
• Excellent verbal and written communication skills; must be able to relate complex concepts in a concise and easy to understand manner

WE OFFER

• A global company with a family culture and strong core values (Trust, Customer First, Curiosity, Courage and Performance)
• Competitive pay with benefits options (Medical, Dental, Vision, Life and Disability insurance, 401k), Paid Time Off and Holiday Pay
• Career fulfillment with growth and development opportunities 
• Employee discounts (online discounts for shopping, travel, insurance etc.) and much more!