Career Opportunities >> Software Support Analyst - BAS
Software Support Analyst - BAS
Title:Software Support Analyst - BAS
Work Location:Rosemont, IL
Travel Req:<10%

Key2Act is currently hiring a Software Support Analyst - BAS who will provide Key2Act CONNECT installation support and configuration support services to customers. Provide level I and II software technical and functionality support to our customers. The team member in this role will aspire to possess breadth and depth of product knowledge and will possess excellent communication, customer service and training skills. Work on internal projects with moderate supervision.

The ideal candidate will have a background in either networking and technical support or installation and troubleshooting of building automation systems.

We're looking for people who can:

  • Serve as primary client contact for incoming support and technical requests from Connect customers.
  • Assist with customer installation and primary setup of the Connect tool.
  • Manage and resolve incoming customer support incidents that may consist of customer application questions or problems in the areas of setup, product functionality, testing, troubleshooting, and bugs/enhancements.
  • Escalate support incidents to internal teams as required. Follow through to obtain status updates. Facilitate issue resolution by being a liaison between our Customers and Internal Teams.
  • Ensure Key2Act compliance with contractual service level agreements.
  • Communicate status of support incidents timely to clients and internal parties as needed.
  • Document issues promptly and accurately in Managed Engine SupportCenter tool.
  • Keep up-to-date on the latest technology around our products.
  • Continue to increase individual skills which aid in the support of our products.
  • Participate in knowledge sharing and problem solving with fellow team members.
  • Help test major releases, service packs, and hot fixes as part of quality assurance.
  • May also participate in small to medium size support projects relating to overall support/company objectives

We're looking for people whose background includes:

  • An Associate degree in building trades, HVAC, computer science, or related field OR equivalent education and experience.
  • At least 3 years of experience in software application installation or support – preferably with knowledge of building automation systems.
  • Basic understanding of network and/or information technology concepts is desirable.

And, for people with experience in the following tools and technology:

  • Building Automation Systems
  • Key2Act CONNECT
  • Microsoft Office Applications – Word, Excel, Outlook, PowerPoint
  • Go To Meeting

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