Responsibilities
- Provide first and second level support and other documentation as necessary to aid in troubleshooting, resolving or reproducing the end-user issues or escalate as necessary.
- Perform post-resolution follow-ups to issues/requests.
- Own and drive Root Case Analysis (RCA) on complex system issues
- Experience with incident management protocols
- Accurately identify, evaluate and prioritize end-users' issues, requests and/or questions.
- Creates workaround procedures when standard procedures have failed and ensures issues are resolved in a timely fashion
- Respond to Helpdesk Tickets
- Consulting with the software development team, internal users, and clients to improve application performance.
- Assist the DevOps team with investigating and resolving application specific alerts
- Report on support ticket resolution progress and results
- Will be part of the on call rotation (no more than 1 weekend per month)
Qualifications
- A bachelor's degree in software engineering, computer science, information technology, information systems, computer engineering, or similar.
- 2-4 years experience with systems implementation and support
- Strong aptitude for multi-tasking and working in a dynamic environment
- 1-2 years experience with database systems like MSSQL, MYSQL, MongoDB
- Exceptional ability to provide front-end support to clients.
- Advanced proficiency in determining the causes of application errors and repairing them.
- Ability to keep up with innovation in application design.
- Exceptional communication skills.
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What We Do
Accurate Background’s vision is to make every hire the start of a success story. As a trusted provider of employment background screening and workforce monitoring services, Accurate Background empowers organizations of all sizes with the confidence to make smarter, unbiased hiring decisions at the speed of demand. Experience a new standard of support with a dedicated team, comprehensive technology and insight, and the most extensive coverage and search options to advance your business while keeping your brand and people safe.
We offer scalability while maintaining our commitment to integrity, accuracy and timely results and will give you the tools to make safer hiring decisions through comprehensive reports, interactive compliance services, and intuitive, easy-to-use technology.
