(800) 774-8036

Technical Operations Analyst

New York, NY
Date Added: June 02, 2022
Software Resources has an immediate job opportunity for a REMOTE Technical Operations Analyst.

12+ month contract


The Technical Operations Analyst works within the customer support group to provide telephone-based, email-based and web-based functional and technical support for customers, prospects, partners, demos, internal, field, and other professionals seeking assistance in the use of products.
The Technical Operations Analyst with other Support and Technical support professionals to form a nucleus of highly proficient problem-solvers who are dedicated to delivering the highest quality support with the goal of increasing customer satisfaction.
The Technical Operations Analyst acts as a resource of product knowledge and skill set in the provision of telephone, email, live chat and web-based support. This professional works with others, including customer technical support specialists, technology specialists, quality assurance, and development teams to respond to problems and resolve those problems.
The Technical Operations Analyst must have a background in providing support, an attitude that fosters customer satisfaction, a "can do " frame of mind, and respond well to all manner of potentially difficult situations. This professional must deal well with people under all types of situations, remembering that the goal is to "solve the problem, " while maintaining a positive perspective.

• Delivery of telephone, email, chat, and Web based support including:
• Providing advice and guidance to clients in order to efficiently resolve their questions and issues; this will include general product advice, troubleshooting of technical issues and identifying sales opportunities and referring them to the appropriate internal team.
• Improve customer satisfaction through delivery of excellent support
• Ability to write technical or functional information and contribute to the Web delivered FAQ knowledge base
• Maintain level of technical knowledge and product knowledge
• Identify and document product issues, enhancements, and requests in the appropriate tracking system
• Work cross-functionally with other groups as needed
• Suggest and employ new, creative, and innovative ways to deliver support
• Participate in the hiring, training, and retaining of other team members as requested
• Other duties as required by manager

• Associates or Bachelors degree in technical discipline or equivalent experience
• At least 1 year’s professional experience in a corporate setting is desired
• At least 1 year of Microsoft Dynamics CRM Admin experience
• At least 1 year of Helpdesk experience supporting users of Dynamics Sales Hub. Prefer experience with solution installation, configuration and troubleshooting issues
• Business Support/ Customer Service experience for web-based applications highly desired
• Phone support experience highly desired
• Experience using a customer case tracking system highly desired.
• Excellent customer relationship skills
• Superior analytical and troubleshooting skills
• Must have excellent written and oral communication skills in English
• Experience with browser technology, including Microsoft Edge, Chrome and Firefox
• Familiarity with Windows, MAC, iOS and Android operating systems and browsers a plus
• High level of accuracy and attention to detail, as well as good organization skills
• Building rapport and dealing with a wide range of people in a friendly and professional manner
• Work effectively with cross-functional teams

Don’t delay. Join the Software Resources team today!
Software Resources specializes in connecting talented IT professionals with challenging job opportunities that transform jobs into careers.
To meet our clients hiring needs, we continuously source talented IT Professionals with all levels of expertise and in all disciplines. We offer world class major medical, dental and vision benefits, 401(k) with match, short term disability, Life Insurance and AD&D. You, our future employees, can make a tremendous difference to our company and our clients. Please apply to this job and experience the Software Resources difference. You can view all of our jobs at https://www.softwareresources.com/careers/

Company Overview
Software Resources is a national staffing and recruitment firm delivering the best candidates to our clients and the best jobs to our candidates since 1992.
We are a certified woman owned business in business to place contract, contract-to-hire, and direct-hire talent in Technology (IT, creative, marketing), finance, accounting, and executive-level positions. We serve many vertical markets including Entertainment/Media, Cruise Industry/Leisure travel, Hospitality, Government, Personal Care, Professional Services, Energy/Utilities, Security, and Financial Services.

Headquartered in Lake Mary, FL in the Orlando metro area, we have branches and sales professionals across the US. Wherever you’re located and whatever the need, count on Software Resources to provide exceptional candidates who are fully vetted and ready to go. Call (800) 774-8036 or visit us online at https://www.softwareresources.com/ and leave the recruiting to us!

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