Customer Support Analyst, T-SHARP

Responsibilities

include :

• Technical Assistance – Respond rapidly to customer issues via email, telephone, and personal visits.Troubleshoot and develop technical solutions to software and setup errors.Create temporary workaround procedures when standard procedures have failed and ensure issues are resolved in a timely fashion.Escalate urgent problems requiring more in-depth knowledge / technical access to appropriate internal resources in a timely manner.Document all issues.
• User Training – Deliver classroom-style training as well as informal, on-the-spot training to CNATRA Support Desk personnel and squadron end users regarding configuration, operation, and data analysis of T-SHARP to support its contribution to the CNATRA student training mission. Assist with the generation of training material.

Requirements Management – Follow strict Capability Maturity Model Integration (version 2.0, level 3) processes for requirements management. As part of the T-SHARP team, the analyst will be expected to provide inputs and review / testing of work items solutions as created by development staff. New employees will be given an opportunity to learn the process tools