Technical Support Analyst

Sunbird Software • Sioux Falls, SD

442d • $33,634 - $52,229 • Remote

About The Position

The Technical Support Analyst at Sunbird Software, Inc. is responsible for providing troubleshooting support to clients regarding the DCIM Software. This role involves assisting with software implementations, upgrades, and resolving software bugs. The analyst will work closely with project management, engineering, and implementation teams to ensure successful software deployments and enhance customer documentation.

Requirements

• Associate's degree in a technical discipline or equivalent experience.
• 1 year of experience providing customer support in a technical environment.
• Excellent customer-facing project management and analysis skills.
• Basic technical knowledge of computer hardware, Windows 7/10, and MS Excel.
• Ability to work flexible hours with potential travel up to 10%.
• Strong oral/written communication and interpersonal skills.
• Self-motivated with the ability to learn and apply new skills quickly.

Nice To Haves

• General knowledge of data center requirements and setup.
• Familiarity with Microsoft Office Suite including Outlook, Word, Excel.
• Experience with Zoom, Fresh Desk, Jira, MS Teams, and Slack.
• Basic SQL knowledge.

Responsibilities

• Provide troubleshooting support for clients on all aspects of the DCIM Software.
• Participate in improving documentation for customer success.
• Analyze and resolve software bugs for customers.
• Collaborate with project management, engineering, and implementation teams.
• Support successful implementations of DCIM software by completing hardware models and data center drawings.
• Conduct data center surveys and audits.
• Respond to customer inquiries via telephone, email, or support portal.
• Use a ticketing system to manage customer support tickets.
• Setup and configure Sunbird's DCIM suite including dcTrack and Power IQ.
• Assist with software testing for new features and fixes.

Benefits

• Health insurance
• Dental insurance
• Vision insurance
• 401(k)
• 401(k) matching
• Flexible spending account
• Tuition reimbursement
• Paid time off

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Publishing Industries
• Education Level: Associate degree