Support Analyst-L2 (Bilingual)
Support Analyst-L2 (Bilingual)
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Job Description
Management Controls Inc. (MCi) is looking for an experienced Support Analyst to join our Customer Support team. In this role you will provide Level 2 (L3) application and technical support within SLA agreements on MCi Suite of Products. The business is privately held has been around for 30 years services most of the Fortune 100 and is experiencing exponential growth which will last into the next decade. In addition to the normal tech company benefits like stocked kitchens an inhouse gym bonuses and flexible PTO the company also offers 100% paid healthcare. If you want to work in place that takes care of you and those you love values creativity learning and individual contribution think about joining the team.
Written and verbal bilingual English and Spanish is a requirement for this position. Management Controls is headquartered in Houston TX. This position is working in the Houston office on a hybrid schedule 3 days/week.
Duties and responsibilities
- Support customers by investigating and resolving MCi productrelated application and technical issues including problems/helpdesk tickets related to application configuration installation interfaces standard reports (Crystal) and functionality (mostly but not limited to Track and Forecaster products)
- Serve as an escalation point for Level1 (L1) Support Analysts and tickets nearing SLA (Service Level Agreements) deadlines
- Provide guidance to L1 Support Analysts on issue resolution and/or client communications
- Work closely with the Support Manager and other Customer Success Management personnel in analyzing troubleshooting and managing issues
- Proactively and diligently work on issue resolution and communication of ticket updates statuses blockages and solutions back to management and especially to customers
- Promptly respond to clients requests and inquiries
- Selfmonitor ticket statuses to ensure they get resolved within MCi service level agreement (SLA) timelines
- Identify and communicate work around solution for open issues or problems under investigation or pending resolution
- Document and log case histories issues and actionable steps taken within the Support tool
- Proactively take ownership of helpdesk issues by exerting proper due diligence and followthrough with applicable customers and MCi teams/organizations to communicate accurate ticket statuses on a timely basis
- Adhere to established internal processes; make suggestions for process improvements as applicable
- Exert professionalism by to emails and meeting invitations; showup to meetings prepared and ontime
Qualifications include:
- Bachelors degree in a technical or businessrelated field preferred
- 3 years of experience supporting IT and business applications preferably in the SaaS industry
- Customerservice mentality and attitude
- Moderate understanding of ERP and application interfaces including APIs/Web Services
- Strong knowledge of Windows operating system and SQL queries and database schemas/structures
- Solid understanding of .NET applications and functionality
- Experienced at troubleshooting application and/or interface related problems
- Strong analytical customer service and problemsolving skills
- Crystal Reports knowledge and experience
- Strong and effective communicator especially as it relates to explaining the root cause of issues
- Teamwork and team player with a positive cando attitude
- Selfmotivated and highly driven to succeed
- Ability to work independently
- Knowledge of Microsoft Office 365 particularly Word Excel and PowerPoint
- Familiar and proficient with Software Development Life Cycle especially Agile methodology
- Proficient in English and Spanish (Reading spoken and written)
Soft Skills:
- Takes ownership of assigned tasks/work
- Strong problemsolving skills
- Effective communication skills across all levels of the organization and specially with customers
- Strong interpersonal and customerservice skills; know your audience (internal and external)
- Eager to learn MCis suite of products especially Track myTrack Access Control Systems Track and myTrack Integrations and Forecaster
- Easy to work with
- Flexible; willing to accommodate teams preferences
- Proponent of diversity; fits easily within a diverse culture and work environment
- Does not hesitate to reach across the organizations (e.g. Services Products PMO Engineering Development etc.) for investigating and resolving problems
California applicants: please see our privacy notice here.
Required Experience:
IC
Employment Type
Full Time
