<< Career Opportunities

Technical Support Analyst - Bengaluru, India

This individual will function as an integral part of the Client Services Team to assist external and internal customers using LIQUENT's industry-leading software. This individual's primary role will be to provide customer telephone and email support from our Horsham office. Additionally, the Technical Support Analyst will have responsibilities that may include software testing and education of customers on LIQUENT products. Client Services engagements will require working in a team environment as well as individual interaction with the customer.

Duties and Responsibilities:

• Answers, evaluates, and prioritizes issues arising from telephone, email, and web requests for assistance from users.
• Logs and track calls, and maintains history records and related problem documentation. Interviews user to collect information about problem and lead user through diagnostic procedures to reproduce and determine source of error.
• Escalates bugs to Product Improvement Team.
• Test solutions provided by Engineering. Raises Change Requests for faults or enhancements to Engineering.
• Documents solutions in Knowledge Database.
• Ability to cover multiple shifts including EU, US East and West Coast times zones.
• Available for occasional weekend support.
• Some light travel may be required for training and/or customer service.

Qualifications:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.


• Bachelor's degree and 1 to 3 years experience; or equivalent combination of education and experience.
• Demonstrated proficiency in IT fundamentals, database concepts, script writing, and software testing.
• Demonstrated proficiency in IT fundamentals, database concepts, script writing, and software testing.
• Experience in installing and supporting software products.
• Proficiency working in Microsoft Windows environment and with Windows-based applications including, but not limited to, Microsoft Office products and Adobe Acrobat. Experience with desktop publishing applications considered a plus.
• Install and configure PCs and servers from hardware up.
• An understanding of basic hardware and software operating principles.
• Strong written and oral communication skills.
• Strong organizational and interpersonal skills, this individual should be detail oriented with a strong customer service focus.
• Strong time management skills with ability to multi-task.
• Ability to work well independently and in a team environment.
• Ability to quickly learn new technology.
• Ability to identify and troubleshoot internal and customer-specific software application issues.
• Experience with Document/Content Management Systems.
• Database experience with MS SQL, Versant, Oracle or other mission critical client-server based systems.

LIQUENT is an equal opportunity employer and is committed to promoting a diverse workplace.