Are you an experienced Software Support Analyst looking to make a career impact? Aurigo Software Technologies is hiring for the role of Software Support Analyst 2. Discover the job details, skills required, and how to apply in this detailed guide.

Software Support Analyst 2 Role at Aurigo Software Technologies

Looking for an engaging opportunity in software support? Aurigo Software Technologies, a leading provider in cloud-based capital infrastructure solutions, is on the lookout for a Software Support Analyst 2 to join its dynamic team. This position is ideal for experienced professionals with a technical background in Microsoft environments and strong problem-solving abilities. Below, find a detailed breakdown of the job, requirements, and tips to boost your application success.

Job Overview

About Aurigo Software Technologies

Founded in 2003, Aurigo Software Technologies has emerged as a leader in providing cloud-based capital infrastructure management solutions. Trusted by over 300 clients across North America, including sectors like transportation, healthcare, and utilities, Aurigo’s cutting-edge platform, Masterworks Cloud, enables effective planning and lifecycle management for large-scale capital projects. Recognized in various industry awards, Aurigo Software is known for its innovation in artificial intelligence and machine learning applications.

Key Responsibilities for Software Support Analyst 2

As a Software Support Analyst 2 at Aurigo, your role will focus on efficient ticket handling, prioritization, and resolution to ensure smooth client support operations. Here’s an overview of your main responsibilities:

• Ticket Analysis & Response: Analyze and categorize customer tickets, responding promptly based on priority levels.
• Issue Resolution: Resolve critical issues directly or coordinate with customer support owners for more complex issues.
• Communication & Reporting: Keep customers informed about ticket statuses, turnaround expectations, and escalate any SLA (Service Level Agreement) risks.
• Documentation & Change Requests: Ensure detailed updates on tickets for development teams and manage change requests effectively.

Qualifications and Skills Required

To excel in this role, candidates should possess a technical background with proven expertise in Microsoft environments. Below are the essential qualifications:

• Educational Background: Bachelor’s degree in Engineering, Computer Science, or a related field.
• Technical Skills:
• Proficiency in Microsoft technologies including MS SQL, .NET, and Visual Studio Team Services (VSTS).
• Knowledge of client-side scripting (JavaScript) is a plus.
• Strong skills in troubleshooting, especially within enterprise environments.
• Communication Skills: Excellent verbal and written communication skills are crucial for liaising with customers and internal teams effectively.
• Additional Requirements:
• Flexibility to work night shifts as needed.
• Ability to identify user requests versus actual business needs.

How to Apply for the Software Support Analyst Role

If you’re interested in applying for this position at Aurigo Software Technologies, follow these steps:

1. Click the Apply Link Provided: Start your application process by clicking on the job application link provided by Aurigo or click below, under important links. Ensure you are registered and logged in if required.
2. Upload Your ATS-Friendly Resume: Make sure your resume is optimized for ATS (Applicant Tracking Systems) by including relevant keywords, as outlined below.
3. Follow Application Prompts: Complete all application steps as directed on the application page to submit your profile.

Important Links:

ATS-Friendly Resume Keywords

Optimize Your Resume with These Top 10 Keywords for the Software Support Analyst 2 Role at Aurigo Software Technologies

Maximize your chances of getting noticed for the Software Support Analyst 2 position by incorporating these 10 strategic keywords into specific sections of your resume. Doing so will help your resume stand out to recruiters and pass through ATS (Applicant Tracking Systems) screening effectively.

1. Software Support Analyst

• Placement: Job Title and Resume Summary/Objective
• Example: “Experienced Software Support Analyst with over 5 years in technical support for enterprise software systems.”

2. Ticketing System

• Placement: Responsibilities or Skills section
• Example: “Efficient in managing and resolving customer issues using a ticketing system to ensure timely response and issue resolution.”

3. Customer Support

• Placement: Responsibilities or Skills section
• Example: “Provided customer support by troubleshooting and resolving software-related inquiries.”

4. Microsoft VSTS

• Placement: Technical Skills section
• Example: “Proficient in Microsoft VSTS for issue tracking and project management.”

5. MS SQL

• Placement: Technical Skills section or Experience section if relevant
• Example: “Experienced with MS SQL for querying and managing databases in a customer support environment.”

6. .NET Framework

• Placement: Technical Skills section
• Example: “Skilled in .NET Framework technologies for troubleshooting software issues and supporting enterprise applications.”

7. Troubleshooting

• Placement: Summary or Skills section
• Example: “Proven expertise in troubleshooting technical issues, reducing response time, and improving customer satisfaction.”

8. Problem-Solving Skills

• Placement: Skills or Competencies section
• Example: “Strong problem-solving skills with a track record of identifying root causes and implementing effective solutions.”

9. SLA Management

• Placement: Responsibilities or Experience section
• Example: “Experienced in SLA management, ensuring all support tickets meet required service level agreements.”

10. JavaScript

• Placement: Technical Skills section or Additional Skills (if applicable)
• Example: “Knowledge of JavaScript for enhancing client-side functionality and improving user experience.”

By placing these keywords in the recommended sections, your resume will be aligned with key job requirements and optimized to pass ATS screening for the Software Support Analyst 2 role at Aurigo Software Technologies.

Interview Tips for Software Support Analyst Position

To prepare effectively for your interview, here are some useful tips:

1. Research Aurigo: Familiarize yourself with Aurigo’s products, services, and the industries it serves to showcase your enthusiasm.
2. Highlight Relevant Experience: Focus on past roles involving software support, especially if you handled ticketing systems and troubleshooting.
3. Understand SLA Management: Be ready to discuss experiences where you managed SLAs and escalated issues to meet deadlines.
4. Technical Proficiency: Prepare to discuss your knowledge of Microsoft technologies like MS SQL, .NET, and VSTS.
5. Problem-Solving Examples: Share specific situations where you successfully resolved critical issues or contributed to process improvements.
6. Communication Skills: Demonstrate your ability to explain complex solutions clearly, reflecting your communication strengths.
7. Prepare Questions: Asking thoughtful questions about the role and team structure shows genuine interest and engagement.

FAQs

1. What is the primary role of a Software Support Analyst 2 at Aurigo? The role involves handling customer tickets, troubleshooting issues, and ensuring prompt ticket resolution. It requires both technical and communication skills.

2. Does this position require night shifts? Yes, candidates should be flexible with their schedules and willing to work night shifts when needed.

3. Are there specific educational requirements? Candidates should hold a Bachelor’s degree in Engineering, Computer Science, or a related field.

4. What technologies should applicants be familiar with? Applicants should be skilled in Microsoft environments, particularly MS SQL, .NET, and VSTS. Knowledge of JavaScript is a plus.

5. Is experience in a customer support role essential? Yes, experience in customer support, especially within a ticketing system environment, is highly desirable.

6. What industries does Aurigo serve? Aurigo serves a range of industries, including transportation, healthcare, and utilities, with a focus on large-scale capital infrastructure management.

7. How long has Aurigo Software Technologies been operational? Aurigo was founded in 2003 and has grown into a trusted name in capital infrastructure management.

8. Is there a fee to apply for this job? No, Aurigo does not charge any fee for job applications. This information is provided purely for informational purposes.

9. Can I apply if I don’t have a JavaScript background? While JavaScript knowledge is an advantage, it is not mandatory for this position.

10. How should I track my application status? You can track the status of your application through the official career portal where you applied.

Disclaimer

We do not charge any fees for this job application, and the information provided here is for informational purposes only. This job post information is gathered from official sources.

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