Management Controls Inc. (MCi) is looking for an experienced Support Analyst to join our Customer Support team. In this role, you will provide Level 2 (L2) application and technical support, within SLA agreements, on MCi Suite of Products. The business is privately held, has been around for 30 years, services most of the Fortune 100, and is experiencing exponential growth, which will last into the next decade. In addition to the normal tech company benefits like stocked kitchens, an in-house gym, bonuses, and flexible PTO. The company also offers 100% paid healthcare. So, if you want to work in place that takes care of you and those you love, values creativity, learning, and individual contribution think about joining the team.
Management Controls is headquartered in Houston, TX. This position is open to candidates outside of Houston, within the contiguous U.S., that are able to work 100% remote.
Duties and responsibilities
• Support customers by understanding the ask and issue raised by customer, asking right questions to the customer, investigating and resolving MCi product-related application and technical issues, including problems/help-desk tickets related to application configuration, installation, interfaces, standard reports (Crystal) and functionality (mostly, but not limited to, Track and Forecaster products)
• Serve as an escalation point for Level-1 (L1) Support Analysts and tickets nearing SLA (Service Level Agreements) deadlines
• Provide guidance to L1 Support Analysts on issue resolution and/or client communications
• Work closely with the Support Manager and other Customer Success Management personnel in analyzing, troubleshooting and managing issues
• Proactively and diligently work on issue resolution and communication of ticket updates, statuses, blockages and solutions back to management and especially to customers within SLA response and resolution guidelines
• Escalate issues that needs attention to Customer Support Manager and Customer Success Management Personnel as and when needed
• Promptly respond to clients’ requests and inquiries and direct to appropriate person if needed
• Self-monitor ticket statuses to ensure they get resolved within MCi service level agreement (SLA) timelines
• Identify and communicate work around solution for open issues or problems under investigation or pending resolution
• Document and log case histories, issues, actionable steps, root cause analysis and resolution steps taken within the Support tool Proactively take ownership of help-desk issues by exerting proper due diligence and follow-through with applicable customers and MCi teams/organizations to communicate accurate ticket statuses on a timely basis
• Adhere to established internal processes; make suggestions for process improvements, as applicable
• Ability to take after hours calls (on rotation basis) and resolve Sev 1 and Sev 2 issues and escalate as needed
• Exert professionalism by to emails and meeting invitations; show-up to meetings prepared and on-time
Qualifications include:
• Bachelor’s degree in a technical or business-related field preferred
• 5+ years of experience supporting IT and business applications, preferably in the SaaS industry
• Customer-service mentality and attitude
• Moderate understanding of ERP and application interfaces, including APIs/Web Services
• Strong knowledge of Windows operating system and SQL queries and database schemas/structures
• Solid understanding of .NET applications and functionality
• Experienced at troubleshooting application and/or interface related problems
• Strong analytical, customer service and problem-solving skills
• Crystal Reports knowledge and experience
• Strong and effective communicator, especially as it relates to explaining the root cause of issues
• Strong Documentation skills such as creating Knowledgebase Articles and Root Cause Analysis
• Teamwork and team player with a positive, can-do attitude
• Self-motivated and highly driven to succeed
• Ability to work independently
• Knowledge of Microsoft Office 365, particularly Word, Excel and PowerPoint
• Familiar and proficient with Software Development Life Cycle, especially Agile methodology
• Proficient in English (spoken and written)
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