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Helpdesk / Software Support Analyst

  • Location: Atlanta, 66111
  • Salary: 30.0
  • Job Type:Contract

Posted 2 months ago

HelpDesk / Software Support Analyst - 100% Remote!!

Global FinTech giant has IMMEDIATE NEED for a Software Support Analyst to provide direct client support of proprietary payment technology.

Support Analysts are established subject matter experts in the functional and technical support of specific software modules in enterprise level platform. They help our clients resolve software application issues using a wide array of troubleshooting tools and also by partnering with internal teams in a highly collaborative environment to provide a high level of client satisfaction.

Day-to-Day Responsibilities:

  • Assist customers software support questions, data center changes and other activities related to their use of an enterprise payment system.

  • Develop an expert level understanding of an established set of software products

  • Respond to client inquiries through e-mail and telephone.

  • Diagnose and resolve issues using prescribed troubleshooting techniques

  • Manage a queue of client issues, ensuring issues are thoroughly identified, categorized and documented; clients are updated regularly; problem escalation occurs as needed; and case closure is fully documented.

  • Focus is on customer satisfaction and customer response time

  • Work closely with business and technical resources across the organization to resolve client issues.

  • Support clients through regular code releases and service packs

You might be a fit if you have:

  • 3+ years experience in a direct client-facing role supporting enterprise level software

  • Experience supporting applications and or hardware via telephone and email

  • Experience researching client issues using log files to analyze and develop solutions

  • Experience with Google Suite

  • Payments industry or higher education industry experience

  • Bachelor’s degree

Any fluency in Spanish is a big plus!  Must be open to work standard shifts either 7am to 4pm or 8am to 5pm CST.  This is a long term contract with intent to convert to perm.  Will be 100% remote but slight preference for any candidates living in the Kansas City area.  

Candidates will be responsible for following the client's COVID-19 protocols. Please refer to your MATRIX representative for specifics.

About Us

At MATRIX, we expertly match talented professionals with job opportunities to elevate careers. Since 1983, we have placed thousands of professionals at innovative clients across every industry ranging from small startups to Fortune 50 companies. It’s why we’re consistently in the top 25 of all U.S. IT staffing firms and why our consultants rate us well above the industry average, earning us ClearlyRated's Best of Staffing awards year after year. People come to us for a job, and stay with us because of our top-notch consultant care.

MATRIX is and Equal Employment Opportunity employer including disability and veteran and provides reasonable accommodations for all qualified individuals.  Supporting medical or religious documentation will be required where applicable. If you are a qualified individual you may request a reasonable accommodation under the American Disability Act (ADA). If you are a person with a disability needing assistance applying, or at any point in the hiring process, please email us at MATRIX_HR@MatrixRes.com. To ensure a quick response to your request, please use the words “Accommodation request” as the subject line of your email.

For hourly W2 contract roles MATRIX offers a highly competitive benefit package including Medical, Dental, Vision, Life, Disability, HSA, and 401(k) with pre and post-tax options.  Please see MatrixRes.com/Benefits for more information.

For direct hire placement with our clients, benefits would be offered in accordance with that particular client’s offerings. This may include PTO, Medical, Dental, Vision, 401K and other pre and post-tax options.