Job Description

COMPANY DESCRIPTION

Xytech is the leading provider of facility management software solutions for today’s media and broadcast companies. Our core values of innovation, integrity and professionalism are central to our culture and are the predicates to all our actions. We are driven to be valued partners, trusted change agents and creative problem solvers.

LOCATION

We are currently looking for an experienced Software Support Analyst, reporting to our Plantation Florida Support Manager. This is a permanent full-time role for assignment in our Plantation Florida office in the US

*** Due to the potential Covid restrictions this role may be designated remote work with assignment back into the office at the discretion of Xytech ***

WORK PERIOD

The position is slated for Monday through Friday workdays, between 9:00 AM – 6:00 PM Eastern Time Zone with a 1-hour lunch break.

Consideration will be given for applicate work period of Sunday through Thursday, between 1:00 PM – 10:00 PM Eastern Time Zone.

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.

JOB DESCRIPTION

This role will be handling the support of the ScheduALL product line with a future transition into the MediaPulse product line.

Software Support Analysts will be expected to use 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. This superior assistance will include clear communications on a recurring/timely manner and the update of the issue tracking system to reflect the communication and next communication follow-up date.

Software Support Analysts will perform analysis, investigation/testing and troubleshooting of software and system functionality, integrations, product feature-function and adoption issues from simple product installations to providing information for a pathway into professional services or hosted consulting, pre-sales, development, or product management.

Software Support Analysts will be responsible for 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.

Software Support Analysts will escalate any negative impacts on customer satisfaction to management in a timely manner to support good customer relations.

REQUIRED QUALIFICATIONS

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

UNIQUE QUALIFICATIONS FOR HIRING CONSIDERATION

Experience with ScheduALL products

Experience in a broadcast scheduling environment

Experience in Quality Assurance/Control procedures and processes

Excellent verbal and written communication in (1) Spanish (2) French

Experience with SQL programming language (1) MS SQL Server (2) Oracle

Experience with Oracle RDBMS

Programming with at least one programming language … C+, C#, .Net, XML

Degree in Information Technology or Systems, Computer Science, or related study

Company Description

Xytech is the leading provider of facility management software solutions for today’s media and broadcast companies. Our MediaPulse application provides a multitude of solutions including Jobs and Work Order Management, resource and personnel management, costing and invoicing, asset management, and much more. MediaPulse is a collaborative platform to enable easy interoperability with all systems in our clients’ ecosystems. This creates a seamless environment with our planning, scheduling and financial management tools, reducing both redundant data entry and touchpoints of all workflows. MediaPulse is a scalable, nimble solution streamlining operations, increasing visibility and optimizing efficiencies across the range of activities in today’s media enterprise. www.xytechsystems.com