Production Support Analyst Team Lead

Production Support Analyst Lead Fusco Personnel has been retained to recruit for a Production Support Analyst Lead for an innovative medical software company located in the Capital Region. In this role you will handle customer support calls and emails, troubleshoot and resolve issues, and when necessary, escalate to developers. Responsibilities Answer customer support calls, emails and address them within required time frames Document and track reported issues within ticketing systems Troubleshoot level 2 issues, escalate to developers and external vendors when necessary Provide verbal and written instruction to end users Update app configurations based on internal and client requests Handle inbound and outbound customer faxes via electronic fax. Mentor team members on communication, ticketing, documentation and general support practices Monitor team daily SLA’s and KPI’s Other related duties, as assigned Qualifications Intermediate MySQL skills 1-3 years of applicable IT support experience, or technical degree in IT or related field Salary $60,000-$65,000 Fusco Personnel takes great pride in successfully matching talent and culture for our valued clients. We accomplish this through the hard work and expertise of our exemplary specialty recruiters and staff. Whether you are contemplating your next career move, or you are seeking the key players to bring your business to the next level – consider contacting our experts. Fusco Personnel is a NYS Certified Women Business Enterprise (WBE) and an Affirmative Action/Equal Opportunity, Race/Gender/Veterans/Disability Employer