Software Escalation Analyst

Job Summary

To support the software development team, the full-time Software Escalation Analyst will analyze software issues using SQL, provide code fix recommendations, and collaborate with quality assurance and customer support teams in a remote environment.

Key responsibilities

• Investigate reported software defects and performance issues, developing recommended solutions
• Provide configuration and usage consultation to software users and IT professionals across various network environments
• Evaluate customer software enhancement requests and submit change requests with design recommendations to the development team

Required qualifications

• At least 2 years of technical experience specific to CRM software, preferably with government clients
• Advanced knowledge of database management principles, including Oracle and SQL Server
• Proficiency in SQL command usage for troubleshooting and data manipulation
• Knowledge of HTML code for eNewsletter design
• Current understanding of technologies related to web-based software in enterprise environments, such as Active Directory and Exchange Server