Paradigm is a software company transforming the way that the residential, construction & building product industries operate across the globe. We are looking for a Software Support Analyst – Vendo to be part of revolutionizing these industries.

You will be responsible for s peaking directly with customers (internal & external) to understand their concerns and priority around product usage, will lead the activities to find answers to their questions, help identify root causes to problems, and ideally help design software features/fixes. If you are a self-starter, have a solutions-oriented mindset, and are excited to work alongside a great team, this role is for you!

What You Will Do:

• You will provide Product Support, for all web-based applications.
• You will provide excellent customer service to customers and staff; manage customer expectations, as well as keep internal stakeholders informed of status when appropriate.
• You will maintain personal accountability on tasks. You will monitor queues in an incident tracking system, work tickets, triage, and respond appropriately.
• You will learn new functionality and new technologies being released. You will understand how to support both installing and live customers facing new releases.
• You will provide issue investigation and problem solving for customers including root cause analysis, remediation steps, and documentation of investigation findings.
• You will collaborate with Paradigm department managers, Sales and Services teams to re-calibrate priorities across all customers.
• You will identify areas of opportunity to improve customer satisfaction and work with appropriate teams to improve deliveries.
• You will work with the product development team to design solutions to issues and enhancement requests, advocating for the customer need.
• You will assist, as needed, with knowledge management including Education Sessions, QA, surveys, knowledge base article submission, and documentation.

What You Need to Succeed:

• You have a minimum of 1+ years of experience working within the software industry or within a manufacturing / distribution business.
• You provide critical thinking and requirement gathering skills, and proven problem-solving skills.
• You have strong organizational skills; you are attentive to detail and have excellent follow-through.
• You have the ability to understand technical concepts and familiarity with technical terms related to web-based software application development.
• You will have strong communication skills with the ability to translate complex technical messages to provide clarity & direction.
• You are self-motivated and resourceful, with strong interpersonal skills; you can work individually as well as with a team. You bring a strong customer service mindset.
• Preferred knowledge, or desire to learn, development languages.
• You have a Bachelor’s, Associates Degree, or equivalent experience.
• You may get to travel out of the country! A valid passport or ability to obtain passport that allows for travel outside of the US is required.

Ready to Join? Apply now at myparadigm.com/careers/

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