Software Escalation Analyst

This is a fully remote position, open to applicants in United States.

📋 Description

• Offers configuration and usage advice to software users, as well as IT and engineering professionals operating in various network settings.

• Tasked with examining reported software bugs and performance challenges, and crafting suggested solutions.

• Assesses customer requests for software enhancements and presents change proposals to the software development team, including design recommendations when applicable.

• Provides mentorship and training for helpdesk personnel to enhance their technical knowledge and skills across the team.

• Conducts root cause analysis documentation and reporting.

• Collaborates with development teams on code-related resolutions and testing suggestions.

⛳️ Requirements

• Minimum 2 years of technical experience specifically related to CRM software, ideally with high-profile government clients and end-users.

• Must be a U.S. Citizen and capable of obtaining a Public Trust Clearance.

• Proficient understanding of database management principles (Oracle, SQL Server).

• Knowledge of SQL commands, including the ability to write queries for troubleshooting, updating, and/or appending data.

• Familiarity with HTML code utilized in eNewsletter design.

• Up-to-date knowledge of various technologies associated with web-based software operating within an enterprise network environment.

• Examples include: Active Directory, network troubleshooting, Exchange Server, IIS (Internet Information Services).

• Experience using browser developer tools, SQL, and other scripting languages to troubleshoot and identify software issues.

• Experience in customer support and consultations specifically related to the Intranet Quorum CRM product is highly desirable.

• Background in working with Capitol Hill Congressional clients is strongly preferred.

• Certifications in Oracle.

• Proficiency in PowerShell scripting.

• Knowledge of Containerization technologies including Kubernetes and Docker.

• Understanding of AI concepts such as Prompt Engineering and GenAI.

🏝️ Benefits

• Competitive compensation

• Health and Wellness programs

• Income Protection

• Paid Leave

• Retirement