Support Analyst

The role will solve problems involving broad, in-depth product and technical knowledge. The role will drive all customer communication and keep the customer informed at all times, having always customer satisfaction as the primary goal.

Responsibilities:

- Monitor HireRight proprietary production systems, platforms and processes
and use tools to troubleshoot and isolate issues.
- Monitor event processes, message queues and workflow processing software involving web.
- Enter new trouble tickets, escalate existing tickets and keep users informed of status.
- Keep procedures and troubleshooting links and tools up to date.
- Create site availability reports for customer SLAs and KPIs.
- Help other IT departments with projects as time permits.
- Troubleshoot, manage and resolve production systems, platforms and
processes.
- Identify network, system and service issues separately from software source
code errors.
- Create and monitor application check lists, uptime report, and event root cause investigation as necessary.
- Document procedures and troubleshooting steps, and train lower level
Technical Support Engineers on identifying issues.
- Work with in house engineering staff and development team to troubleshoot
issues, document software issues, application and system issues.
- Support all of the custom product/processes and software.
- Communicate with internal users, Technical Account Representatives and
developers concerning case status, prioritization, and resolution plans
- Ensure software problems are effectively managed and communicated to
resolution.
- Keep current the status/resolution plan for critical issues and communicate to
proper stakeholders (e.g. Technical Account Representatives, Customer
Service, Developers).
- Establish a close working relationship across multiple departments.
- Create tools for optimization of work process.

Required Experience
- Minimum of 2 years experience in Technical or Application Support role.
- Previous experience with RRD products/technologies troubleshooting preferred.
- Must have in-depth knowledge of PL SQL. This includes the ability to write complex SQL queries (sub queries, joins).

Preferred
- Knowledge of WS-API and API process.
- Experience in Jira ticketing system.

HireRight offers its employees a competitive salary, permanent contract and a comprehensive package of benefits. From day one you will receive a training plan to get you on board quickly.

We offer:
- Benefit Allowance
- Visual Compensation
- Dental Compensation
- Massage Compensation
- Sickness Paid from Day 1
- Bonus Plans
- Professional Training
- Career Path & Opportunities to Grow
- Friendly Atmosphere
- Fresh Fruit, Free Coffee, Tea