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Software Support Analyst 

About the Organization American Advisors Group is one of the most exciting companies in one of America's fastest growing sectors of the financial services industry: reverse mortgages.

Every day we help American seniors tap into the equity in their home, so that they may retire with dignity and perhaps, realize their hopes and dreams, for themselves and their families.
Location Orange, CA  
Position Software Support Analyst  
Full-Time/Part-Time Full-Time  
Exempt/Non-Exempt Non-Exempt  
Salary $55,000-$60,000  
Description Position Description
AAG seeks a Software Support Specialist to provide technical support to our internal users for our software applications used in the mortgage industry.
If you enjoy working with business users to solve puzzles and working closely with developers to improve our clients' experience, we would like to talk with you.

As an AAG Support Specialist you will:
Provide exceptional support to end-users
Respond to e-mail and telephone support requests
Remotely connect to users' computers, determine minimal use-case to recreate issue, solve issue if possible or provide concise details to development for further analysis and resolution
Use deductive problem solving skills to investigate and solve a broad range of puzzles each day
Improve Trumpet's products and processes
Analyze each support request for root cause, determine if the issue could be prevented by changes in the software or business processes, and outline change recommendations
Update and create online knowledgebase articles to reduce support requests
Act as liaison between users and development
Help test fixes provided by development
Work closely with development to make AAG's software more intuitive and easier to support
Position Requirements What you need for this position:
A passion for solving puzzles and learning how things work
Ability to interact effectively with both non-technical users and highly technical users
Ability to prioritize and balance multiple tasks
Willingness to research and figure out and understand software and IT systems
A desire to make things more efficient - we are looking for someone who enjoys initiating change
Excellent follow-through with minimal management
3-5 years professional experience working with Microsoft Windows based PCs

This position is currently not accepting applications.

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