Technical Support Analyst provides end-user support for Open Portal Solutions, (a division of Appriss) software applications. Identifies, researches, and resolves technical issues. Responds to telephone calls and email requests for technical support. Documents and monitors the problem to ensure a timely resolution.

Specific Responsibilities Include:
Answer and respond to incoming customer support requests via calls, emails, and web support tickets
Monitor, troubleshoot and resolve issues associated with various software and services using available information resources
Log and track progress of support tickets/incidents from initiation through resolution using our issue tracking system 
Identify and escalate priority issues based on defined processes and procedures 
Identify trends and suggest improvements in products and processes 
Participate in cross-functional team meetings and represent Support throughout the product release planning phases 
Participate in special assignments and complete tasks to support customers and products 
Provide training to customers in the use of systems and applications
Keep apprised of dynamic system information, changes and updates

Required Skills: 
Strong analytical and problem-solving skills
Excellent customer service skills 
Excellent verbal and written communications skills 
Ability to work independently and handle multiple priorities
Excellent planning and organization skills
Team Player: willingness to both offer ideas and take direction
Detail-oriented
Ability to identify trends and suggest improvements in products and processes
Familiarity with various Microsoft Windows Operating Systems
Proficiency utilizing Microsoft Office

Preferred Skills:
Programming experience/training
o    (PL/SQL, VB6, .NET, MS Visual Studio, PowerBuilder, XML)
Relational Database experience/training
o    (SQL, Oracle)
Report development experience
o    (Crystal, .SQR)
Web development skills/HTML