Senior Support Analyst

Job Duties and Responsibilities:

• Handle end-user support calls or tickets; work directly or indirectly with customers to supply services and help resolve user issues.
• Provide continuing customer support via electronic means, telephone calls, on-site training, and/or by conducting periodic user meetings.
• Develop and maintain accurate documentation of customer interactions.
• Report detailed information within the client tracking system and document processes, routines, and programs by following the defined guidelines and team goals and objectives.
• Assist in testing updates of the software per changing government regulations, client needs, and technological advances.
• Collaborate with customers and/or our product and engineering teams to document proposed enhancements and determine cause/resolution to software limitations.
• Aid in supporting and training customers on electronic records management.

What We Are Looking For:

• Proven success where frequent customer interaction and support was a requirement.
• Detail oriented with ability to perform deep dives and ascertain core reasons for customer challenges.
• Quick study and detailed note taker
• Demonstrated ability to prioritize work tasks and adapt to changing requirements.
• Be able to work both independently and as part of a team.
• Comfortable expressing ideas and opinions in a respectful manner.
• Enjoys learning and embraces new challenges (dynamic workplace).

What Will Help You Stand Out:

• Familiarity with Real Estate Tax and Financial process for County Auditors and Engineers in Iowa.
• Intimate knowledge of GAAP (General Accepted Accounting Principles), Fund Accounting, and DOT accounting
• Familiarity with Document Locator
• Experience as an end user of the Solutions Vision product and services OR working in local government operations (counties, cities, municipalities).

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