JOB TITLE: Software Support Analyst I
FLSA STATUS: Non-Exempt
REPORTS TO: Team Lead
JOB LOCATION: Piney Flats, TN
TRAVEL: 5-10% travel required
SUMMARY OF POSITION:
The valued candidate will be responsible for providing front-line technical support to clients for our proprietary software applications used in government system implementations. The candidate must possess strong technical, troubleshooting and customer service skills. The candidate will work in a small team of other Support Analysts and will report to the team lead.
ESSENTIAL DUTIES & RESPONSIBILITIES:
- Provide front-line technical support for our proprietary software applications via phone, email and remote access in a timely manner to external clients.
- Build and maintain effective relationships with team members, management, in-house software developers and clients.
- Identify, troubleshoot and resolve application issues.
- Communicate and escalate issues that cannot be resolved to the appropriate team member(s).
- Document all reported issues and task details; analyze gathered data.
- Deploy and provide training on software applications to new clients and new versions to current clients.
MINIMUM QUALIFICATIONS (EDUCATION AND EXPERIENCE):
- High school diploma or equivalent
- Two (2) years related experience
- Must have a proficient understanding of computer and technical concepts
- Must have strong troubleshooting skills
- Must have strong verbal and written communication skills
- Ability to prioritize workload and manage multiple responsibilities effectively
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.
Skills Required
- High school diploma or equivalent
- Two years of related software support experience
- Proficient understanding of computer and technical concepts
- Strong troubleshooting skills
- Strong verbal and written communication skills
- Ability to prioritize workload and manage multiple responsibilities effectively
i3 Verticals Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about i3 Verticals and has not been reviewed or approved by i3 Verticals.
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Retirement Support — 401(k) and Roth 401(k) plans include employer matching, and HSA matching is also described in company materials. This structure provides baseline retirement savings support even if the exact match formula is not publicly detailed.
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Flexible Benefits — A wide menu of options—FSAs/HSAs, voluntary disability, critical illness, accident, and pet coverage, plus an EAP—allows some customization and choice. Core medical, dental, and vision coverage with 24/7 virtual doctor visits further broadens how care can be accessed.
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Wellbeing & Lifestyle Benefits — Virtual doctor access and an Employee Assistance Program offer convenient wellness support. These resources complement the standard health coverage and other protections listed by the company.
i3 Verticals Insights
What We Do
i3 Verticals offers businesses with credit and debit card transaction processing services.
