Level 3 Support Application Analyst

The Level 3 Support Application Analyst is primarily responsible for fielding and resolving technical software application issues focusing on Vovici’s software offerings. The tools are a complete survey management software application allowing users to create sophisticated surveys, distribute them, analyze the results, and create reports and presentations. The position requires excellent customer service and communication skills and an ability to work with the technical support staff and act as a bridge to the Software Engineering team. The position requires interaction with various levels of management both internally and externally to resolve technical and products issues. The analyst will serve as the escalation point for all critical issues to provide final resolution to reported issues. Specific job responsibilities include: • Provide direct support to customers, ensuring timely and quality solutions focusing on the Vovici applications using effective troubleshooting skills and problem solving abilities • Document customer interactions in the ticketing system following policies, procedures and processes and follow up on every reported issue • Communicate effectively with other Support levels, Program Management, Sales, Engineering, etc. • Mentoring junior team members and process improvement recommendations Qualified candidates will have: • 3 – 5 years experience in supporting software applications with positive, successful customer interfacing skills • Understand customer support processes and procedures, including communicating effectively with customers and understanding escalation processes • Excellent understanding of network protocols TCP/IP, HTTP, FTP, and SMTP. Must be able to troubleshoot problems related to these protocols. • Excellent understanding of various 3rd party tools that interact with Vovici's software, including IIS, MS SQL Server, and Oracle • Expert knowledge of HTML, JavaScript, XML, Windows OS platforms, required • Working knowledge of customer support tools (ticketing, phone systems, etc.) • Excellent communications skills and a real desire to achieve superior customer service levels required • Knowledge of software development lifecycle Preferred candidates will have: • Business Objects application support Employment Requirements: Candidates must successfully pass a Criminal Background Check and Pre-Employment Drug Screen prior to employment. We offer competitive compensation, stock options, and a comprehensive benefit plan! TO APPLY:Please click on the link below or copy and paste the link into your internet browser.  Candidates may also send their resume to careers@vovici.com: https://home.eease.com/recruit/?id=50897 Vovici is an Equal Opportunity Employer that is committed to workforce diversity. EOE. M/F