Senior Support Analyst at Solutions, Inc. in Cedar Falls, Iowa

Job Description:

Job Duties and Responsibilities:

• Handle end-user support calls or tickets; work directly or indirectly with customers to supply services and help resolve user issues.


• Provide continuing customer support via electronic means, telephone calls, on-site training, and/or by conducting periodic user meetings.


• Develop and maintain accurate documentation of customer interactions.


• Report detailed information within the client tracking system and document processes, routines, and programs by following the defined guidelines and team goals and objectives.


• Assist in testing updates of the software per changing government regulations, client needs, and technological advances.


• Collaborate with customers and/or our product and engineering teams to document proposed enhancements and determine cause/resolution to software limitations.


• Aid in supporting and training customers on electronic records management.

What We Are Looking For:

• Proven success where frequent customer interaction and support was a requirement.


• Detail oriented with ability to perform deep dives and ascertain core reasons for customer challenges.


• Quick study and detailed note taker


• Demonstrated ability to prioritize work tasks and adapt to changing requirements.


• Be able to work both independently and as part of a team.


• Comfortable expressing ideas and opinions in a respectful manner.


• Enjoys learning and embraces new challenges (dynamic workplace).

What Will Help You Stand Out:

• Familiarity with Real Estate Tax and Financial process for County Auditors and Engineers in Iowa.


• Intimate knowledge of GAAP (General Accepted Accounting Principles), Fund Accounting, and DOT accounting


• Familiarity with Document Locator


• Experience as an end user of the Solutions Vision product and services OR working in local government operations (counties, cities, municipalities).

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