Technical Support Analyst

  • Allstate - Riverstone Agency
  • Savannah, GA, USA
  • Apr 27, 2021

Job Description

Riverstone Agency is seeking self-motivated and technology driven professionals to join our organization as a Technical Support Analyst on our Business Data Intelligence team. Riverstone Agency is an Allstate Agency with offices in Savannah and Pooler, GA. The Technical Support Analyst will be responsible for researching, exploring, analyzing, extracting, obtaining, evaluating, and understanding the information that supports our applications and reporting. You’re a problem solver by nature and your strategic thinking skills will assist you in determining and documenting work arounds, bug resolutions and feature requests. Your discovery will be critical in devising new tactics and turning data into actionable information to influence product development which can enhance applications and reporting. You are a self-starter and intellectually curious. You are comfortable working in a results-driven environment, have a strong interest in big data and want to be part of an innovative team. Salary Range: $15.00 - $21.00 per hour Benefits Salary + Commission & Bonus Opportunities Paid Time Off Reimbursement For Licensing Available Great Work Environment Room For Growth Responsibilities What You’ll Do (Essential Duties and Responsibilities) Work directly with Business Data Intelligence team to support the development of data models and reporting for enterprise applications. Effectively evaluate and diagnose end-user Customer requests; in all cases use good judgment and timeliness in responding to and resolving each issue or complaint to the customers’ satisfaction. Troubleshoot software applications, data transmissions, file transformations, and file processing. Issue resolution requires a broad range of troubleshooting skills related to software functionality, production processing, and in-depth data analysis. Respond in a timely manner to telephone calls, chats and email requests for support with internal team. Log and track support calls in the designated system; prioritize and escalate jobs as required to ensure customer satisfaction. Communicate with internal team and management on the status of current resolution efforts for high priority production issues. Compose accurate documentation as needed. Requirements What You Need (Experience) BS or BA degree in computer science, information technology or engineering preferred or equivalent work experience/certification. At least 3 years or more experience in a customer facing call center, help desk or technical support environment or equivalent support experience preferably in a 7 x 24 web production environment with a heavy data component. Individual must have working experience with applications running on Windows operating systems (Windows 2008 and higher), SQL, FTP, SFTP, Microsoft Office, Excel, and Word. Enterprise Data Integration and PowerBi (or equivalent) experience is a plus. Understand database structures/relationships and how to access the data through a SQL client application Strong technical problem solving skills and experience working with large data sets; analyzing, triaging and remediating issues. Excellent written communication skills; very strong conceptual, analytical, and judgment skills. Demonstrates initiative, exercises good judgment in evaluating situations and in making decisions. Ability to manage multiple priorities in a dynamic support environment. Experience in a self-directed work environment. Demonstrated ability to research and resolve problems using a variety of resources and tools. Available during weekends and off hours to address production issues. Bonus Skills, Not Required but Will Make Us Starry-Eyed Advanced Excel skills navigating in a data model with DAX Familiarity with ETL process and flow * You can tell us what this means and whether it will work: SELECT * FROM customer c LEFT JOIN sales s ON GROUP BY ORDER BY name; Experience working with Business Data Intelligence teams, as this is primary an internal support role.