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Support Analyst

About Matrix Precise:

Matrix Precise is a Technology Solutions Provider working with major corporations in the San Francisco Bay Area. Matrix Precise delivers a wide range of solutions from web and mobile application, development, infrastructure support, application support, production support to testing services for their clients. Matrix Precise provides very competitive pay packages, including health benefits, PTO and 401K.

Position Summary:

The purpose of this position is to provide application and systems support for the staff scheduling system software across Northern California. This role is also responsible for answering questions related to resetting passwords, setting up staff shifts and other troubleshooting that users may have about the system and its modules.  As this system develops new applications and modules, the support personnel is responsible for becoming expert on all systems in order to assist business partners.

Questions from customers may come via email or phone, so the candidate should have both excellent verbal and written communication. This is a Shift Position, so the individual must be work a committed start and end time, Monday through Fridays. In addition, once the team member is trained, there is a monthly rotation of weekend check-in. May require occasional travel to Northern California facility.

Responsibilities:

  • Support customers with questions about the scheduling applications, modules and reports.
  • Respond to requests and inquiries from clients within the pre-determined timeframes.
  • Investigate and resolve problems related to use of the system.
  • Identify solutions to work around open issues / problems.
  • Document, and track, case histories, issues, and actionable steps taken.
  • Perform research, testing, and recommendations.
  • Improve documentation of support policies and procedures.
  • Perform quality assurance testing of new software releases relating to support desk activities.
  • Provided technical support training to other team members.
  • Help create, maintain and update a Trouble Shooting Guide for the support team. Help create and edit other application support documents as needed.
  • Follows all protocols and procedures at all times.
  • Assist in identifying project scope; outline steps for completion; manage project deadlines.

Knowledge and Skills:

  • Over 7 years of experience working with customers providing system support.
  • The individual will be able to handle easy to advance tickets from the customers.
  • Fundamental understanding of internet.
  • Broad understanding of Microsoft Office products.
  • Ability to communicate with a wide variety of people.
  • Strong analytical skills.
  • Excellent writing skills.
  • Skilled at managing multiple priorities.
  • Process improvement and measurement skills.
  • Interpersonal, presentation, communication, negotiations.
  • Excellent attention to details with superb follow through.
  • Ability to handle fast paced multi-tasking environment.
  • Ability to meet timelines and deadlines given.
  • Excellent detail orientation.
  • Reacts well under pressure and is comfortable working in potentially high-pressure situations.
  • Takes pride in work product and pays close attention to detail; researches methods by which to improve and promote quality; monitors own work to ensure quality.
  • Maintains confidentiality.
  • Strives to continually build knowledge and skills (professional and computer); shares expertise with others.
  • Open to change, accepts and champions change, motivates others to do the same.
  • Displays willingness to make decisions; exhibits sound and accurate judgment; includes appropriate people in the decision-making process; makes timely decisions.
  • Maintains an excellent attendance record and is dependable
  • Takes initiative to finish projects on time or ahead of schedule, takes initiative to take on more responsibilities without asking.
  • Must take detailed notes at all meetings including check-ins with management.

Qualifications:

  • Forward thinking in the potential use of future technology.
  • Responds promptly to client needs and solicits feedback to improve service; meets commitments.
  • Open to suggestions and feedback from clients and staff and management.
  • Establishes own files; follows company policies and procedures; improves and maintains recordkeeping.
  • Must be flexible and willing to work to task completion as needed.

 

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