Application Support Analyst (1875) in Lewisville, TX at Xome

Date Posted: 6/13/2018

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Job Description

Ready to be a Cooper too? This might just be right up your alley!

  • Respond to customers' inquiries as second-line support, relating to technical issues with software, online or electronic products where a variety of issues that are more complex and/or specialized in scope apply. Log and classify all calls and requests for assistance in the call tracking database
    • Use analysis and judgment and exercises discretion in selecting methods and technique for obtaining solutions.
    • Filter and escalate inquiries (e.g. technology, product development, etc.) as appropriate.
    • Track inquiry resolution progress and where appropriate proactively call customers with a status update or resolution.
    • Provide work direction to resolve an escalated customer inquiry.
    • May act as an overall product contact and informs department of changes and necessary information to properly support a specific product line.
  • Measure and analyze incoming software issues to determine root causes and develop technical and training solutions to minimize reoccurrences and severity and report results to manager
  • Provide escalation support to junior level staff on complex technical escalations
  • Work with development to identify and QA test bug fixes and assist QA with software testing depending on product
  • Review or create internal release notes for software applications
  • Assist Business Analysts, Support Managers with implementation/conversion projects
  • Mentor and train junior analysts in the technical and procedural aspect of support.   Assist new team members in learning the processes and procedures required to deliver excellent customer service. May develop and facilitate training programs
  • Limited travel may be required

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United States of America

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