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Software Support & Implementation Analyst
Fresh Focus Media
Calgary, CAN
Full-time
Mid-Senior
Onsite
Discovered 1 weeks ago
Software supportSoftware implementationCustomer support ticket managementSystems analysisSoftware configurationRequirements documentation
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Software supportSoftware implementationCustomer support ticket management
Role Overview
Support customers throughout onboarding, software implementation, training, and ongoing use of ROOK Connect Software.
Act as a connection between customers and the technical team by analyzing concerns, configuring approved functionality, managing tickets, and documenting requirements.
Determine whether customer requests involve configuration, training, software issues, integrations, access, data, or new development.
Key Skills for This Role
Software supportSoftware implementationCustomer support ticket managementSystems analysisSoftware configurationRequirements documentation
Full Job Posting
Workplace
- This is an onsite position in Calgary, Alberta.
Role Overview
Support customers throughout onboarding, software implementation, training, and ongoing use of ROOK Connect Software.
Act as a connection between customers and the technical team by analyzing concerns, configuring approved functionality, managing tickets, and documenting requirements.
Determine whether customer requests involve configuration, training, software issues, integrations, access, data, or new development.
Core Responsibilities
- Manage customer support tickets from intake through investigation, escalation, testing, customer updates, and closure.
- Support onboarding and implementation by gathering information, maintaining checklists, configuring approved settings, tracking decisions, and preparing launches.
- Translate customer operations and business requirements into technical and functional requirements, use cases, workflows, business rules, and acceptance criteria.
- Configure users, permissions, forms, workflows, templates, notifications, dashboards, reports, filters, and saved views within assigned authority.
- Test configurations and validate affected user workflows, permissions, reports, notifications, calculations, and connected processes.
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