Job Title:       Technical Analyst   
Department: Professional Services  
Reports To:  CTO

Technical Analyst

Blink Logic Inc. is a leading provider of Software as a Service (SaaS) Business Intelligent (BI) solutions for Fortune 1000 companies as well as the ISV Market.  The company is seeking an experienced Technical Analyst to join the team at the St. John's office.

Primary Responsibilities:

• Deliver Tier 1, Tier 2, and eventually Tier 3 technical support to BI clients
• BI Technical design specifically in OLAP and RDMS platforms
• Support  documentation, training programs, courseware, and materials
• Conduct SOW documentation of implementation and professional services
• Conduct guidance to customers in implementing best practices
• DBA roles in data migration, QA, and diagnosis
• Oracle and MSSQL production support

Required Experience:

• Minimum of 5 years experience in one or more of the following areas: development, web development, product support, or consulting in a high-tech environment.
• Knowledge of internet and Web technologies such as HTML, Flash, JavaScript, portals, AJAX highly preferred.
• Experience in MSSQL and Oracle a plus

This Job Requires the Following Skills:

• Takes ownership of client issues and tracks them through resolution.
• BI Consulting requirements analysis and cube development roles.
• Provide knowledge leadership within Product Support Organization.
• Contribute and maintain "Statement of Work On-Line Library".
• Document potential system errors and escalate to appropriate team.
• Field questions.
• Be knowledgeable and proficient on all company products and services.
• Provide technical assistance to users of Blink Logic Software and who contact Blink Logic through the Technical Support Helpdesk phone queue, email queue, and/or fax.
• Manage and resolve in a professional, pleasant, and responsive manner incoming product support and service inquiries. Communication methods will include telephone, fax, website and email.
• Follow up with customers on any open issues.
• Record and maintain all customer issues and interactions in company's CRM/Assembla database.
• Identify and document product issues and client feature requests in the CRM/Assembla database.
• Track billable and non-billable time spent on customer support and other projects in the time tracking system.
• Document appropriate questions/solutions, techniques and common questions in the product knowledgebase.
• Assist Account Services/Sales in oversight of Pipeline of projects to configure clients' implementations, status, and delivery.
• Participate in ongoing internal training programs sponsored by the Technology group. Perform other duties, as requested.
• Blink Logic reserves the right to modify the job description at any time and without prior notice at its sole discretion.

Education Required:

University Degree (Computer Science/Engineering or equivalent experience)

Skills/Qualifications:

• 4-6 years of experience working directly with customers in a technical support helpdesk environment.
• Proven success delivering high-quality service and support.
• Experience with complex web-applications in a hosted ASP environment.
• Must be proficient on MS Office®, particularly MS Excel® for data manipulation.
• Proficiency understanding and writing HTML & JavaScript code.
• Experience with the following: Dreamweaver or InDesign and Photoshop or Fireworks or Paint Shop Pro.
• Experience using CRM and/or helpdesk call tracking and issue tracking tools.
• Knowledge and usage of both Internet Explorer and Firefox browsers a must.
• Excellent written and oral communication skills and people skills a must.
• Strong organization skills and ability to juggle multiple issues at once.
• Strong troubleshooting skills, uses critical thinking skills to eliminate causes of problems and find solutions.
• Familiarity with meeting planning and meeting management practices a plus.
• Experience providing software training a plus.
• Ability to work independently and within a team.
• Able to work occasional varying shifts to meet customer needs.

Blink Logic is an Affirmative Action, Equal Opportunity employer that values the strength that diversity brings to the workplace.

Interested persons may forward their cover letter and resume, citing competition number TA1205-CB, to support@blinklogic.com.  Only those candidates selected for an interview will be contacted.

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