Tech Support Analyst I

Job Title: Tech Support Analyst I
Date Created: July 2020
Hours: Full Time
Location: Ghent, Belgium Office
Travel: 0-5%

About the Role:

Aprimo is currently seeking a Tech Support Analyst I for our Ghent office in Belgium.
The Tech Support Analyst I will develop and maintain in-depth knowledge of Aprimo Application products in order to support customers. The Tech Support Analyst I will also meet customer’s expectations through technical case management to ensure satisfaction with Aprimo and our products.

This position is the initial support role for Aprimo and is focused on analysis of customer reported issues in order to clearly state the impact of the issue and the need of the customer. This level is focused on information gathering, research and review of potential associations to Known Issues and available solutions or workarounds. During the troubleshooting procedure the Tech Support Analyst I will attempt to recreate reported issues and escalate them for review to have them accepted as a product defect or identify a configuration change.
This level must become certified in specified Aprimo Products within the time allotted.

Aprimo is a leader in global marketing operations technology. Aprimo’s performance driven marketing operations and digital asset management software gives marketers the advantage to govern and grow their brand.
Aprimo delivers the advantage with its innovative Marketing Operations Hub. We allow marketers to manage budgets, people, data and content throughout the ideation, workflow and campaign delivery of the brand experience while maximizing provable ROI

Mission:
To empower marketers to reach their full potential and continuously deliver value back to their organizations.

For more information, visit www.aprimo.com

About You:

ESSENTIAL DUTIES & RESPONSIBILITIES:
• Log, research, and accurately resolve customer inquiries and problems in a timely manner, meeting and exceeding Service Level Agreements as outlined for customers in the Aprimo Engagement Guide
• Effectively interact with Product team to report bugs identified by customers
• Ensure proper escalation occurs for unresolved issues to ensure the customer remains satisfied
• Act as customer advocate to Product Management and Development
• Gain and maintain current knowledge of Aprimo’s Support Policies and Procedures
• Contribute to the advancement of Team Aprimo’s goals
• Contribute to the improvement and development of Knowledge documentation
• Prepare for rotation in on-call and phones queue responsibilities
• Additional responsibilities and duties may be assigned as required

The successful candidate will possess:
• External customer facing experience in a software support environment preferred
• Self-starter mentality with the ability to manage workload independently
• Strong collaboration focus working together with team members in a fast-paced environment
• Ability to communicate effectively, accurately and promptly both verbally and written
• Attention to detail
• Ability to show composure and poise in difficult situations
• Ability to interact within a global support structure
• Strong problem-solving capabilities
• Must become proficient in specified troubleshooting tools
• Fluency in English

Technical skillset
• Experience with SSMS (SQL Server Management Studio), proficient with SQL
• Troubleshooting Experience with client server or web-based applications preferred
• Experience with Microsoft Azure Application Insights preferred
• Familiarity with REST and JSON is a plus
• Knowledge of HTML Routing concepts is a plus
• Network Diagnostics Experience is a plus

Requirements:
• A minimum of Bachelor’s degree (Informatics & Computing or Software Engineering related preferred)
• 2-4 years of related experience

Physical Requirements: This position is required to work in the office at the Ghent, Belgium location.

1. Must be able to remain in stationary position 50% of time
2. Must be able to move 50% of time
3. Must be able to lift up to 30 lbs. on occasion
4. The worker is required to have close visual awareness to perform an activity such as: preparing and analyzing data and figures; transcribing; viewing a computer terminal; extensive reading.
5. Ability to receive detailed information through oral communication at normal speaking levels
6. Must be able to convey detailed or important spoken instructions to others accurately, loudly, or quickly
7. This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets, and fax machines.

EEO
Aprimo provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Aprimo complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.
ADA
Aprimo is required to make a reasonable accommodation to the known disability of a qualified applicant or employee if it would not impose an "undue hardship" on the operation of the employer's business. Undue hardship is defined as an action requiring significant difficulty or expense when considered in light of factors such as an employer's size, financial resources and the nature and structure of its operation.