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Software Support Specialist (Tier 1) – US – Atlanta, GA

BackOffice Associates, LLC is a worldwide leader in information governance and data migration solutions, focusing on helping customers manage one of their most critical assets – data. Our company’s range of products, built on a revolutionary platform, address the needs of business users seeking to unlock the value of their data assets. BackOffice Associates’ products and services enable organizations to accelerate growth, gain actionable visibility and reduce risks. Founded in 1996, BackOffice Associates has an unparalleled record of success in the most complex data environments across a variety of industries. Customers include many Fortune 1000 companies including Eli Lilly, Kraft and Dow Chemical. BackOffice Associates is a global corporation headquartered in Massachusetts with additional offices in the U.S., Australia, Europe and Asia. We are looking for energetic, self-directed, committed and goal- oriented individuals with the desire to join a world-class organization.

 

Position Summary

BackOffice Associates’ Product Support is available 24x7x52 and the Software Support Specialist (Tier 1) is part of the team that serves as the initial contact for all reported software support tickets from internal and external (i.e. Customer) end-users. This position must ensure that all assigned tickets receive a response and a resolution according to the published Support Service Level Agreements (SLA), and to the satisfaction of the submitters of the tickets. This position will use general product familiarity and basic troubleshooting skills along with product documentation and prior issue information to progress assigned tickets towards resolution. He/She gathers information on more complex tickets to permit efficient escalation to Tier 2 and 3. The person in this role works under the guidance of the Support Team Lead and follows established processes and detailed instructions.

 

Primary Responsibilities:

  • Perform initial triage of incoming tickets to verify ticket information and priority are accurate and complete, obtain pertinent information from ticket submitter via support web portal and/or email and ensure first response times comply with the Service Level Agreement metrics
  • Respond to assigned tickets and move them towards resolution using documentation, prior issues and other internal resources, resolve issue or escalate to upper tier resources within the Product Support team for resolution, ensure progress toward resolution is maintained by monitoring escalated issues and communicating status to interested parties and ensure ticket resolution times comply with the Service Level Agreement metrics
  • Identify recurrent tickets that might benefit from provision of additional documentation, create straightforward Knowledge Based articles and work with T2/T3 members on more complex documentation
  • Provide out of hours coverage on a rotating basis for high priority tickets

 

Qualifications:

  • Associate’s or Bachelor’s degree, ideally in IT or Business field
  • Experience in a Customer facing capacity helping to troubleshoot and resolve issues demonstrating a well-organized approach and solid problem-solving skills in high-pressure, high visibility situations
  • Experience in an entry-level technical role
  • Highly organized and process driven
  • Excellent communication skills (verbal/written)
  • Self-directed and motivated to expand product and technical knowledge
  • Ability to interact with Customers in a calm and professional manner at all times
  • Collaborative / Team player

 

BackOffice Associates, LLC offers a generous benefits package that includes medical, 401k, long term disability, life insurance and a paid time off program.

 

If you are interested in this or any one of the exciting career opportunities at BackOffice Associates®, please go to www.boaweb.com and view our Careers section, where you should complete the on-line application process.

 

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BackOffice Associates, LLC is an Equal Opportunity Employer

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