Technical Support Analyst (USA - Cary)

Job Title: Technical Support Analyst
Department: Client Services 
Reporting to: Client Services Director
Contract Type: Permanent 
Date: August 1, 2016


Company and Department Information

Dancik International is the market leader in developing and delivering fully integrated business management solutions for flooring retailers, wholesalers and suppliers. Our mission is simple: to design, implement and support high performance systems enabling our customers to source effectively, stock efficiently, sell profitably and service competitively.

The Client Services Department provides customers with a wide variety of other services including the installation of new software, consulting and customer training.

Role Summary

The Technical Support Analyst’s main duties will be to:

  • Assist customers with problems and queries relating to the system software after they have gone live
  • Accurately resolve problems by using, analytical, technical and programming skills following programming guidelines
  • Ensure that all customers receive an efficient, professional high quality Support Service in accordance with the Service Level Agreement
  • Project a professional image at all times and to build up and develop good relationships with Customers and other Dancik Departments. The role involves working as part of a team to ensure that the required level of service is maintained at all times. 


Main Duties and Responsibilities:

  • Pro-actively take ownership of a wide variety of calls and problems
  • Ensuring all calls are dealt with efficiently and promptly in accordance with the Service Level Agreement
  • Accurately investigating, identifying and rectifying both the causes and the symptoms of problems
  • Escalating calls and seeking advice when appropriate
  • Regularly updating customers regarding the status of their calls
  • Alerting senior personnel and/or any of the other Support Managers as necessary regarding any sensitive customer issues
  • Working with members of the Support Team and other departments to ensure that customers receive a prompt efficient service
  • Continually and pro-actively acquiring and retaining knowledge of products and systems
  • Pro-actively using the Intranet to share knowledge
  • Taking the initiative and identifying ways in which the Support Service and/or Support Procedures can be improved and discussing these with their Manager
  • Following and applying the standard Commercial Software Support Procedures and Practices
  • Undertaking any other projects as required by their Manager or the Service Management Director


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