Software Support Analyst at TimeSolv

Who We?Are?

?TimeSolv?is the leader in time & expense tracking, billing, and management needs for businesses around the world?for two decades. We provide?the?best?web-based time tracking and billing solution for?various industries?like?legal, technology, engineering, health, marketing, design, and advertising. Our software works in the cloud, as well as on MACs,?PCs?and mobile devices.?

?About The Role?

TimeSolv?Corporation is looking for a dynamic Software Support Analyst?experienced in providing level 2 support to customers while identifying and resolving the issues apart from software quality assurance testing. The right candidate must quickly get up to speed on our application and technical environment and hit the ground running. ?

?What You'll Do?

• Resolve user knowledge-caused issues and other configuration, troubleshooting and software installation issues.?
• Investigating, managing, tracking,?and closing?second-level?support?issues.?
• Meets all defined service levels for unresolved?problems.?
• Review the tickets to provide?a?possible?resolution.?
• Gather missing details on the reported support issues.?
• Recreate customer issues in?the?test environment to finalize the steps to reproduce.?
• Follow the defined processes for documentation, testing,?and JIRA for logging/ updating tickets ?
• work closely with?the?Project Manager to manage tickets coming from?the?Customer Facing Team?
• Create Level 3 bugs tickets in JIRA with all the details and steps to reproduce for the Dev Team ?

What We're Looking For?

• Experience?in?providing application support for complex software systems?
• Must have previous work experience in software support environment?like JIRA?
• Logical and technical mindset for?analyzing?problems and identifying root causes?
• Bachelor’s degree in CS/IT/Software Engineering ?
• 3+ years of relevant work experience ?
• Excellent analytical aptitude and troubleshooting skills ?
• Experience in test case documentation ?
• Agile experience with Scrum and Kanban ?
• Good oral & written communication skills ?
• Team working & interpersonal skills ?

Your Benefits:

• 100% remote: Work from home
• Flexibility: A working environment with flexible working hours
• Agile working: Opportunity to shape and develop cross-departmental topics
• Product-based company: opportunity to work in a growing product-based company that has long term relationships with employees (having employees working for more than 10 years)
• Paid Overtime as required
• Directly hired by a US-based company
• Corporate culture: A diverse and inclusive workplace
• No income tax
• Salary paid in US $

Other?

• Desk in a quiet location with no distractions?
• Uninterrupted power supply UPS/Generator as a backup?
• High-speed internet and?backup?internet?
• Less than 4 years old computer with i3 or better?
• Ability to work a schedule with around?5?hours overlapping?with?US?(8 AM to 4 PM?CST)?timings

Please send your updated CV to [email protected]