Software Product Support Analyst EMR USA Metal Recycling - 2.9 Camden, NJ Job Details Full-time $29 - $31 an hour 10 hours ago Benefits Health insurance Employee assistance program Retirement plan Qualifications Software issue identification Knowledge management Email customer support Defect resolution root cause analysis Technical support via phone Phone communication Software implementation Bug Reporting (Quality assurance practices) Mid-level Incident Escalation Analysis skills Internal employee customer service System testing Organizational skills Microsoft Teams Customer service knowledge base Customer support Application Maintenance Productivity software Online help documentation Technical support via email Escalation handling 2 years Communication skills Video conferencing systems operation Ticketing system technical support Service level agreement (SLA) management

Full Job Description About Us:

EMR is one of the world's leading metal recycling companies with a history spanning decades. At EMR, our employees are the heart and soul of our organization. We are committed to creating a workplace that prioritizes the well-being and safety of everyone. Our company provides a supportive and inclusive community where everyone's ideas and contributions are valued. We believe in teamwork and collaboration. Our mission is to provide our customers with efficient and reliable metal recycling services while minimizing the environmental impact of our operations. EMR recycles ten million tons of material annually, everything from beverage cans to aircraft carriers. We work with a wide variety of metals including copper, aluminum, brass, and stainless steel and can recycle it into more than 200 different types of new sustainable raw materials. EMR offers our team a competitive salary and a comprehensive benefits package, including health insurance, retirement plans with company match, wellbeing benefits, employee assistance program and more. Join us and be a part of a team that puts people first! EMR is seeking a Software Product Support Analyst to join our IT team and provide technical support for software applications and products used by our customers and internal users. This role is ideal for someone who enjoys troubleshooting software issues, investigating problems, working directly with users, and finding solutions to issues that may not always have a simple or scripted answer. The Software Product Support Analyst will serve as a key point of contact for reported application issues, working independently and with other IT teams to diagnose problems, communicate resolutions, and ensure issues are addressed within established service-level agreements (SLAs). This position will be worked 100% onsite in Camden, NJ and pays $29 - 31/hr Key Responsibilities Serve as a primary point of contact for software and application support through phone, email, Microsoft Teams, and ticketing systems. Troubleshoot and diagnose application and software issues reported by customers and users. Investigate issues by gathering information, reproducing problems when possible, identifying potential causes, and determining appropriate solutions or workarounds. Provide clear, professional communication and status updates to customers throughout the support process. Manage support requests in accordance with established SLAs and service expectations. Escalate complex application issues to appropriate IT, development, or other support teams when necessary. Collaborate with IT teams and customers to investigate and resolve application-related issues. Document reported issues, troubleshooting steps, workarounds, and resolutions accurately in the ticketing system. Identify recurring issues and contribute information to knowledge base articles and other support documentation. Guide customers and users through basic application troubleshooting and problem resolution. Help identify opportunities to improve support processes, documentation, and the overall customer support experience. Assist with testing software patches, application releases, enhancements, and system changes. Support implementation and rollout activities for software products and applications as needed. Qualifications 2-4 years of experience in software support, application support, product support, technical support, or a similar environment. Experience troubleshooting software applications and working directly with customers or end users. Experience working within defined SLAs or other service-level expectations. Strong analytical and problem-solving skills with the ability to troubleshoot issues independently. Ability to work through unfamiliar or non-scripted technical problems and determine an appropriate course of action. Excellent customer service and interpersonal skills. Strong written and verbal communication skills. Excellent attention to detail and organizational skills. Ability to manage multiple support requests while maintaining appropriate follow-up and documentation. Ability to work effectively both independently and as part of a collaborative IT team. Proficiency with Microsoft Office and Microsoft 365. #LI-Onsite

IND02 EMR USA

Metal Recycling provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. E-Verify is a registered trademark of the U.S. Department of Homeland Security. This business uses E-Verify in its hiring practices to achieve lawful workforce.