Ai Technical Support Analyst

Datascan Technologies, LLC

Alpharetta, GA

Expired: over a month ago Applications are no longer accepted.

Vision , Medical , Dental , Paid Time Off , Retirement
Full-Time

Job Description

ABOUT DATASCAN

Headquartered in Alpharetta, Georgia, DataScan stands at the forefront of delivering cutting-edge wholesale asset financing and inventory risk management solutions. Our commitment lies in empowering lenders to efficiently oversee their operations and manage risk through our technologies, knowledge, and expertise. With our connected commercial ecosystem, we continue to evolve the dealer commercial lending industry.

We offer Hybrid/Flexible work arrangements.

OVERVIEW

DataScan is looking for a Technical Support Analyst for providing application support services to users of applications and operational support to clients who use them.

Primarily you will triage and resolve application and system problems that disrupts application service that client or business users depend on. Additionally, you will assist with other operations support functions supporting our Audit Intelligence business.

The job calls for both technical capability and business understanding. The position reports to the Operations Supervisor working closely with Operations Support, forming a close team.

The Technical Support Analyst uses excellent client management skills along with strong product and business knowledge to serve DataScan clients and assist other DataScan departments with various projects.

This position leads interaction with clients on resolving issues, may assist in best practice methods and procedures and solves business problems in creative and effective ways.

This associate must be able to work independently and in a team with a high level of accountability.

The Technical Support Analyst should possess excellent verbal and written communication skills and the ability to interact professionally with diverse groups of executives, managers, and subject matter experts.

Technical Support Analyst gathers requirements, critically evaluates information gathered from multiple sources, reconciles conflicts, decomposes high-level information into details, abstracts up from low-level information to a general understanding, and distinguishes user requests from true business needs.

RESPONSIBILITIES

Provide application and equipment support for DataScan clients, Field Supervisors and Auditors, and internal users for the Audit Intelligence platform, the Ai Mobile software, and the Ai website including Resolution, Scheduler, uVerifi, and custom reporting.
Receive and log requests for support from clients, other internal departments; investigates the problems and determines appropriate actions to take for resolution and remediation.
Monitor the progress of requests and ensure users and other interested parties are kept informed.
Provide timely and accurate responses to requests for support. This may include making modifications to system parameters, developing workarounds, reconfiguring systems, changing operating procedures, training users or operations staff, producing additional documentation, or escalating requests for resolution of the problem
Ensure all work is carried out and documented in accordance with required standards, methods, and procedures.
Monitor application systems for issues, note problems and identify performance trends.
Take corrective action to improve performance and to avoid problems arising
Liaise with software suppliers on the development of system enhancements to overcome known problems or further fulfill user requirements.
Assist internal teams to investigate and model business functions, processes, information flows and data structures, using methodical and consistent techniques.
Investigate operational requirements and problems, contributing to improvements; specify information flows, processes/procedures that will meet the business requirements.
Document work, take part in user meetings and assist in presenting issues and solutions both orally and in writing.
Assist in defining acceptance tests for new or upgraded systems.

REQUIREMENTS

Bachelor's degree, business related degree with emphasis in Information Technology or Computer Science
2 years technical support, application support, or client support experience in a technical role
Experience with working in a customer support team
Working knowledge of relational databases (Oracle preferred) and SQL scripting
Proficiency in SQL and experience with reporting tools.
Experience with the following tools (or comparable tools): Microsoft Office, Oracle, Citrix, UltraEdit, Toad, and FTP.
Experience with Salesforce, JIRA, and Confluence knowledge is a plus.
Proven ability to analyze a client's business needs and recommend effective solutions
Excellent interpersonal and customer service skills
Excellent analytical and written communication skills
Excellent oral communication and presentation skills
Ability to work both independently and as a team member
Prior experience in either leading or participating on technical projects

COMPENSATION & BENEFITS

At DataScan, our associates are our number one asset. We offer competitive compensation with annual bonus potential, paid time-off, excellent health care and retirement benefits.