Software Support Analyst 2

About Aurigo

Aurigo is an American technology company founded in 2003 with a mission to help public sector agencies and facility owners plan, deliver, and maintain their capital projects and assets safely and efficiently. With more than $300 billion of capital programs under management, Aurigo's award-winning software solutions are trusted by over 300 customers in transportation, water and utilities, healthcare, higher education, and government on over 40,000 projects across North America. We are a privately held corporation headquartered in Austin, Texas, USA, with software development and support centers in Canada and India. We are proud to be Great Place to Work Certified three times in a row and recently recognized as one of the Top 25 AI Companies of 2024.

Description:

• Review and analyze customer tickets, respond to the tickets appropriately in a timely manner.

• Classify the tickets as per the priority definitions.

• Provide resolutions for critical issues logged by customers either by yourself or by working with customer owner from sustenance team in minimum turnaround time.

• Work with appropriate customer owners to resolve the non-critical issues with the customer owners from sustenance.

• Ensure the ticket is updated with all the details required for the developers to resolve the issue.

• Communicate effectively with the customer on the status of tickets, expected turn around time etc.

• Identify and report all change requests to sustenance management.

• Make sure SLAs are met on all tickets, escalate if the SLAs are at risk.

• Effective reporting of the tickets received.

Requirements:

• Bachelor’s degree in engineering or related fields.

• Solid understanding of Microsoft technology and its application in enterprise environments.

• Microsoft VSTS

• Microsoft .Net, C#

• Microsoft SQL

• Knowledge of client-side scripting (JavaScript) will be an added advantage.

• Outstanding verbal, presentation, and written communication skills.

• Flexibility to work in night shifts.

• Ability to determine and distinguish user requests from true business needs.

• Excellent problem-solving skills, with a demonstrated ability to identify and solve problems.

Competencies