Support Analyst

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Written by AI from the job title and company, not by Onit, so some details may not match this job. The employer's own page has the real description.

Job Overview

The Support Analyst at Onit will play a critical role in providing outstanding technical assistance and support to users of our software products. This position entails diagnosing and resolving software-related issues, troubleshooting and analyzing user concerns, and working closely with various teams to enhance service delivery. The Support Analyst will also be responsible for maintaining effective communication with stakeholders to ensure timely resolution of issues and will contribute to the development of training materials and documentation to promote user proficiency.

Job Responsibilities

• Provide first-level technical support for Onit’s software applications via phone, email, and chat.
• Diagnose and resolve user issues related to software functionality and application performance.
• Collaborate with cross-functional teams to identify, report, and track software bugs and feature requests.
• Maintain detailed records of user interactions and issues in the ticketing system.
• Develop and distribute training materials to facilitate user understanding of software capabilities.
• Assist in the implementation of software updates, patches, and new features.
• Participate in continuous improvement initiatives to enhance service delivery and user experience.

Qualifications

• Bachelor’s degree in Computer Science, Information Technology, or a related field.
• Proven experience in a technical support role, preferably within the software industry.
• Strong problem-solving skills and the ability to troubleshoot technical issues effectively.
• Excellent communication and interpersonal skills, with the ability to explain technical concepts to non-technical users.
• Familiarity with ticketing systems and customer support tools.
• Knowledge of software development methodologies is a plus.

Technologies & Tools

The Support Analyst will primarily utilize ticketing systems for issue tracking and management, such as Zendesk or Jira, alongside internal documentation tools like Confluence. Proficiency in remote support tools and troubleshooting software is essential, as is familiarity with common operating systems (Windows, macOS, Linux) and various web browsers.

Ideal Candidates

The ideal candidate for the Support Analyst position will exhibit a strong technical prowess combined with a customer-oriented mindset. This individual should possess a passion for problem-solving and demonstrate resilience in high-pressure environments. A proactive approach, willingness to learn, and the ability to work well in a collaborative team setting are also key characteristics that contribute to success in this role.