Account Services Analyst - Birch Street Systems LLC

The Account Services Analyst will be a highly motivated, curious, and delightful individual who enjoys working in a dynamic and collaborative environment, where almost every day a new challenge presents itself. The individual will share in our philosophy and dedication to the company's pillars, which are to learn (all that you can), collaborate (with your team), and advocate (making champions of even the toughest customers). The individual should enjoy working as a vital part of the Account Services Team, which is dedicated to ensuring the success of clients using the EPRO software. Support includes communicating with clients, either by phone or email, and resolving issues by using strong product knowledge and outstanding communication skills. The individual should be able to engage their critical thinking skills in order to guide the customer from what their request is to what the solution is.

Analyst should have strong analytical skills and be proficient in Microsoft Office, including a strong ability with Microsoft Excel. Analyst possesses excellent communication skills, both verbal and written, and works well in a collaborative team environment. Account Services Analyst also plays a pivotal role in communicating with other teams and guiding the design of the product.

Additional skills considered a plus are:

• Project Management
• Experience with CRM tools
• Technical Writing
• Experience in a Purchasing or Accounting Role
• Experience in any of the following industries: Entertainment Venues, Hospitality, Automotive Dealerships

ESSENTIAL PERFORMANCE REQUIREMENTS:

• Answers, evaluates, and prioritizes support requests received via telephone, voicemail, e-mail, and in-person for assistance with company software.
• Performs diagnostics with user to collect information about problem to determine source of error.
• Isolates performance issues to determine cause of hardware malfunctions, such as hard drive, modem, printer, cables, or telephone.
• Logs and tracks calls using problem management database (i.e. CRM, RFE), and maintains history records and related problem documentation.
• Records resolution information in help desk knowledge management database (i.e. CRM, RFE).
• Contacts software and hardware vendors via voice or online systems to research problem and determine recommended solutions.
• Evaluates software and hardware to determine whether product will be an effective tool for employees and writes software and hardware evaluations and recommendations for management review.
• Brainstorms with team members to resolve more complex problems and escalates difficult issues to Team Lead for more technical assistance.
• Performs and/or assists with account setup using the software interface and/or interface utilities.
• Performs daily checks to verify system availability and escalates accordingly.
• Troubleshoots software problems and identifies, categorizes, and resolves software application problems.
• Participates in creation and maintenance of IT standards and procedures.
• Maintains accuracy of help desk database.
• Analyzes and correct problems using documented procedures, available tools, and personal knowledge and skills.
• Ensures timely resolution/referral of user problems by documenting the impact to the user and by assigning an appropriate priority and resolution goal.
• Tests and deploys new software and procedures, installation, conversion and upgrade activities.
• Provides password administration on software for users.
• Analyzes and evaluates incident reports and makes recommendations to reduce help line incident rate.