Job Summary: The Application Support Analyst role is focused on supporting the Mobility, Planning and Scheduling applications used by Trapeze customers. As the primary support liaison between the customer and Trapeze, this person works directly with customers and internal teams (development, customer success, project management and support peers) to investigate, resolve and respond to reported customer issues. Job Description: We are looking to hire Software Support Analyst, with exceptional problem solving and communication skills (both verbal and written). This individual is responsible for providing technical application support to our customers via telephone, email and screen share sessions. This involves answering complex questions on function and usage of our products, troubleshooting and resolving issues with the software, and deploying necessary configuration changes/patches to ensure products continue to meet our customers' needs. Key Responsibilities: Manage customer issues through effective troubleshooting, listening, problem solving, positive action, information gathering and case escalation in a timely manner when appropriate. Investigate, research, replicate, test and resolve customer issues. Keeping customers informed of the status of cases, providing next steps and anticipated resolution times. Creation of development "bug” reports, working with development to ensure items are completed and properly tested. Work with customer to upgrade software, including deployment of software to test and production environments. Prioritize, balance, multitask competing issues based on impact to end user, customer urgency, length of outstanding issue and political sensitivity. Promote and maintain high quality, professional, service-oriented company image with customers and internal staff. Contribute to the team and customer’s knowledgebase. Key Skills and Competencies Bachelor's Degree, preferably in a technical discipline. Computer Science Majors most preferred. 3 to 5 years of experience in a similar role (customer application support) - Tier 2 technical support preferred. Complex troubleshooting experience. Excellent Communication Skills. Eager to learn. Ability to work independently and as a team member. Ability to work in a fast-paced environment. Ownership of issues through resolution. Willing to go the extra mile with a strong work ethic; self-directed and resourceful. Service Minded. You deliver customer support like you expect to receive it, with excellence. Ability to work varied hours. Good to Have Skills: (Bonus points) Strong database knowledge and ability to write SQL statements Previous experience working in the transit industry and/or experience Solid software experience in a Windows networking environment. (Windows Server 2008/2012) Previous experience with version control tools (SVN) is an asset Worker Type: Regular Number of Openings Available: 1 Here at Trapeze, we strive to ensure that our employees succeed in all aspects of their career. Our culture provides individuals with the ability and opportunity to collaborate, learn and grow. We encourage our employees to openly contribute ideas, whether you are a student, graduate, or current member of the team. From day one, you will be assigned tasks that are meaningful to both the success of our business and your career development. Building strong and long-lasting relationships are a vital component to working with us. The connections you create, will be with individuals who care about your success and are driven to make a difference. We will provide you with the resources, responsibility, guidance and freedom needed to be successful. You can join our team today and create a long-term gateway to a fulfilling career. We offer opportunities to work in various locations, move departments and expand your responsibilities. At Trapeze we won’t just give you a job, we will welcome you to a team who opens doors to endless possibilities. We thank all applicants for their interest; however, only those who qualify for an interview will be contacted. *Professional recruiting agents or consultants need not call. Trapeze is an equal opportunity employer, we recruit, hire, train, promote and provide all other privileges of employment to qualified people without regard to age, race, color, creed, national origin, gender, gender identity, gender expression, disability, marital status, veteran status, citizenship status, ethnicity, familial status, religion, sexual orientation or any other classification for which discrimination is prohibited. Please inform us if you have a disability or special need that requires accommodation. Trapeze Group works with public transit agencies and their communities to develop and deliver smarter, more effective public transit solutions. For more than 25 years we have been Here for the Journey, evolving with our customers around the world to helping them move people from point A to Z, and everywhere in between. Learn more about working @ Trapeze
