Support Analyst

Support Analyst

Organization Description
BidPal Network has developed a silent auction system that revolutionizes charitable giving by wirelessly automating and accelerating the auction process. Using a BidPal device, guests browse items and monitor bids wirelessly. The BidPal device constantly updates guests with the highest current bids, generating competitive bidding and increasing funds raised.

Why BidPal?
Join BidPal and you’ll work in a fast growing, dynamic environment with other motivated, talented individuals who inspire greatness in their teammates. Our unique position as a technology leader in our market ensures that you’ll be challenged in your work and supported in reaching your most ambitious goals.

Position Summary
The Support Analyst provides quality product support services to all of BidPal’s departments. The Support Analyst is expected to excel at problem solving and communication. Candidates will be based in Indianapolis, Indiana.

Essential Job Functions

• Act as the central point of contact for support cases and perform general troubleshooting practices (case prioritization, case escalations, use of knowledge bases, support tools)
• Research solutions to reported issues and establish a solution (or workaround for immediate remedy).
• Report software defects and provide steps to reproduce to the software development team.
• Enhance and maintain company knowledge base to allow other team members to self-diagnose recurring issues.
• Communicate the backlog of unresolved issues to VP of Product for prioritization and planning.
• Send notifications to other teams when popular issues have been resolved.
• Work with VP of Product to establish a long term support plan for all BidPal products and services.

Education Requirements:
B.S. in Computer Science, Informatics, MIS, or related field desired

Other Requirements:

• Experience in customer service, business analysis, or software quality assurance.
• Capable of adjusting to a changing workload and handling multiple tasks simultaneously.
• Experience writing SQL queries and interpreting application logs.
• Very strong written and oral skills.
• Self-motivated and positive work mentality.
• Customer-focused with strong interpersonal skills.

Preferred:

• Experience in a Java web application environment.
• Knowledge of Agile-Scrum practices

To apply for this position, please click here

Disclaimer
The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.

Organizational Relationships
Reports to: VP of Product & Technology

BidPal, Inc. is an Equal Opportunity Employer and does not discriminate with respect to recruitment, hiring, or any other status of employment on the basis of race, color, religion, sex, national origin, disability or any other category protected by law.