Careers

Your Future Career with Xytech!

At Xytech, you will find a unique, high level of talent that will challenge you and encourage your creativity and achievement. We welcome individuals who wish to contribute to our mission to be the most comprehensive Media Operations Platform that delivers personnel management, resource management, media transmission, asset management and media workflows.

We believe in personal accountability, effective and efficient results for our clients, uncompromising integrity, open communication, and cultural diversity. Xytech listens to and invests in its team members, clients, and strategic partners with a commitment to excellence.

career opportunities

Current Open Positions

Software Support Analyst
Remote, Other, United States - 00000
Description

The Software Support Analyst provides problem-solving and communication skills to combine knowledge of our products with their analytic and technical skills to provide superior assistance and issue resolution to customer inquiries via telephone, email, and customer portal submissions.

We are searching for a qualified and resourceful individual to support our client base on the ScheduALL product line with a future transition into the MediaPulse product line.

The Software Support Analyst will have both technical and administrative responsibilities, including but not limited to providing exceptional customer service in a professional and timely manner, the update of the issue tracking system to reflect communications and next communication follow-up date, and keeping the ScheduALL Operations Manager informed of key issues which may affect customer relationships.

At Xytech, we understand that our business thrives when our people thrive, and a key component of our success will be the hiring and retaining of those talented and committed professionals that continue to accentuate our unique culture delivering our unparalleled success.

The position is slated for Monday through Friday normal workdays, from 0900 to 1800 GMT/BST with a 1-hour lunch break. This position will be expected to perform on-call after work hours services for a 7-day period rotating between other Support Analysts to answer emergency calls.

Responsibilities

  • Manage customer concerns made through calls on the support line, support email or the web-based customer support portal.
  • Perform analysis, investigation/testing and troubleshooting of software and system functionality, integrations, product feature-functions and software adoption issues.
  • Assist clients with product updates as may be necessary.
  • Testing updated versions of the software and advising customers of version availability if an issue resolution results in a product update, along with the delivery of an update as necessary.
  • Insuring the gathering of complete information regarding an issue for a pathway into professional services or hosted consulting, pre-sales, development, or product management.
  • Sharing workload and discoveries between the customer service team.
  • Ability to handle high volume of calls/email/web events.
  • Update the support ticketing system with all information necessary to effectively evaluate the request in the event of escalation to development.
  • Confirm client's system status/versions/database on each call to ensure the ticketing system presents the most current information.
  • Provide confident, patient, and empathetic communications with clients.
  • Keep succinct, accurate, and informative notes in the service tracking system.
  • Escalate any negative impacts on customer satisfaction to management in a timely manner to support good customer relations.
  • Meet next communication dates on support tickets to ensure the client is kept up to date on the status/progress of their concern.
  • Review application/system logs provided as a part of the analysis and assist clients with securing these logs and videos of the actions displaying the issue when possible.

Qualifications

  • Well-organized, self-directed team player; open to others' ideas and exhibits willingness to try new things, has a resourceful mindset, and strong problem-solving aptitude.
  • Excellent interpersonal skills, ethics, and cultural awareness.
  • Strong analytical, organizational, and time management skills.
  • Working knowledge of the most current and 2 versions back of Windows Operating System and Microsoft SQL Server.
  • Working knowledge of Microsoft 365 Outlook, Word, Excel, One Drive, Teams, Zoom, Ring Central.
  • 2-4 years' work experience in a software support desk environment and customer service
  • Excellent verbal and written communication skills in English - proficiency of the English language at a native or business level
  • Familiarity with HTML constructs
  • Experience with ScheduALL products a plus
  • Experience in a broadcast scheduling environment a plus
  • Experience with SQL programming 1 MS SQL Server 2 Oracle a plus
  • Familiarity with at least one programming language ... C+, C#, .Net, XML a plus