System Support Analyst
Current• Establish and maintain superior relationships with team members in Sales, Professional Services, and Internal Technical Support; communicate timely, thoroughly, and professionally.• Troubleshooting various issues ranging from client's ERP/SAP systems, Order Management & Accounts Receivable software, data management, FTP/SFTP issues, SSO issues, OCR engines, and some code adjustments using Bitbucket repositories.• Escalate issues that can't be solved locally to International Technical Support (ITS); track and monitor referred cases to make sure that customer issues are resolved; contribute to the resolution of referred cases.• Track repetitive issues and communicate them to product management as future enhancements and make enhancement recommendations.• Work closely with internal teams to break down barriers and maintain good communication; engage in cross-team problem solving; look for opportunities to support peers and strengthen internal relationships.• Facilitate improvements that make team processes more efficient and accurate; diffuse stressful situations by helping colleagues with the most difficult cases.• Participate in team task forces, provide leadership to team members, and proactively contribute to training and mentoring new team members.• Maintain thorough and advanced product knowledge as well as share that knowledge during learning sessions.• Cross-train on multiple Esker solutions.
