One of our well-established client in San Jose area is seeking a Sr. Production Support Analyst. This could be a very long term contract to hire position for the right candidate. Strong Customer Support skillset is mandatory to be successful in this position. This role requires a strong collaborator with excellent multi-tasking, communication and interpersonal skills, with the ability to actively contribute to multiple concurrent support and development efforts.This is an in-the-office position and requires constant collaboration with peers and client stakeholders.
Interviews can be scheduled immediately. This is not a remote position, local candidates referred.

Responsibilities
Active participant in the customer support , handling phone and email queues to assist customers with technical issues on the product, inclusive of ability to troubleshoot, duplicate and create workaround to achieve high levels of customer satisfaction and success
Triage support tickets and work with customers towards resolution of issues
Handle escalations from users, other support staff, by responding to phone, chat and emails.
Learn our custom Systems, including reporting capabilities
Understand and communicate end user reported issues and translate it into actionable bugs.
Document cases as knowledge base articles, and ensure KB stays up to date
Professional-level communication skills, including ability to adjust communication to technical level of audience, and stay calm and focused in negative situations.

Strong data analysis skills are required
Ability to understand complex database structure, how to navigate through it, and connecting the data to business processes in an effort to report and respond to data requests from stakeholders
Diagnose and analyze system issues; determine if issues are data or code related and resolve data issues, as appropriate
Manage QA testing efforts for all new features or systems issues, including test scenario/test case development and execution
Create user guide documentation and or training guide to support new features delivered
Strong desire and ability to learn and understand at a detailed level the business processes that support the tax billing and collection process

Requirements :
Candidate shall have in-depth experience with custom system development and delivery.
Candidate shall also have solid experience with developing use cases, process flow diagram s, user interface mockups and agile user stories
Preferred Technical Experience: Relational databases including Oracle and a solid ability to script/query with SQL
Additional tools in use: Experience with Rally, Jira Agile and Fitnesse a plus.
Collaborative mind-set with strong analytical skills; ability to build a strong rapport with system users
Outstanding follow up and organizational skills

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