Technical Analyst II

Kansas City, Missouri Modern Application Development - Testing Full Time

Valorem Reply is seeking an individual with strong customer service skills and a desire to work in a technical industry for the position of Technical Analyst II. In this role, you will need to possess the ability to effectively diagnose and resolve technical issues across a wide variety of technology platforms and software applications. The successful candidate will have strong troubleshooting and problem solving abilities, a passion for providing technical solutions to business problems, and a strong desire to learn and grow. The ability to multi-task and a willingness to work in new systems on a frequent basis will be crucial for success. Additionally, you should be comfortable communicating directly with customers on a regular basis by both written and verbal means.

Responsibilities

  • You will work in a team of 5-8 persons, performing Tier 1 analysis of customer support requests.
  • Responsible for understanding the business context and technical implementation of several large, high visibility applications.
  • Triage new support requests, provide customers with updates on the status of their requests after intake, and perform escalations to Tier 2 and Tier 3 support as needed.
  • Work together with the Support Manager, Support Engineers and the other Engineering teams to deliver high quality, optimized delivery of solutions

  • Requirements

  • Strong written and verbal communication skills suitable for a business-to-business customer facing role
  • Demonstrated ability to self-organize and prioritize multiple time-sensitive tasks on a daily basis
  • Previous customer support experience in a technical environment highly desirable
  • Proficient with common office applications, including: MS Office 365 (Word, Excel, Outlook, Skype)
  • Familiarity with Visual Studio Online
  • Interested in learning new technologies, creative, open-minded and a great team player
  • Adept at task switching to handle varying workload, while meeting tight deadlines
  • Creativity, capacity and a conviction to innovate and deliver best-in-class solutions
  • Strong collaboration skills, works well with ambiguity, works well across roles and groups
  • Ability and willingness to take the initiative to facilitate teamwork and serve the client needs first
  • Kansas City, Missouri

    Technical Analyst II