Software Support Analyst

Company Description

DNN helps companies bring the social conversation back to their own sites, for maximum business advantage. Based on the DNN open source platform, Evoq Content and Evoq Social enable marketing, services, support, and IT organizations to build  immersive and interactive communities that are fully integrated with their brand websites. Thousands of organizations like Bank of America, Aetna, Whirlpool, the National Football League, and the US Department of Defense rely on DNN to create engaging online destinations that increase revenue, lower support costs, and improve products and services. DNN was named one of the fastest growing private companies in America by Inc. Magazine in 2011 and 2012.

Job Description

DNN Corp. is seeking an exceptionally talented Software Support Analyst to join some of the industry's brightest minds.  You will be supporting an advanced open source web content management software solution for a diverse international client base. 

Our customer base is growing significantly, requiring us to continue to invest in our customer support team.  Most importantly, we need a Technical Support Representative who is well versed in how small enterprise software companies support customers and make the leap to the next level.   Support consists of both web-based and telephone support for external/remote customer installation.

Responsibilities

  • Email and phone Support for existing customers
  • Provide upgrade/installation assistance to customers via remote session
  • Assist customers with product questions and installation issues
  • Work toward resolution using the tools available, and or using the assistance of other members of the department, the development team, and outside resources as required
  • Extensively research and document customer technical issues
  • Log all calls into the system with clear information as to the problem and the resolution
  • Create knowledge base articles as problem are encountered
  • Ability to prioritize multiple tasks, adhere to established deadlines and perform under pressure

Qualifications

  • Strong communications and interpersonal skills
  • Possess strong research, analysis, and problem solving skills in and IT environment
  • Experience with IIS, SQL Server database, ASP.Net, Windows Server is a must
  • CSS
  • Software Development Tools and Methodologies
  • Some Development experience in VB, C# a definite asset

  • Experience with SaaS would be nice

Additional Information