Application Software Support Analyst

Ability Commerce - Willmar, MN (30+ days ago)3.0

Ability Commerce is a fast-paced, software solutions provider committed to our clients and our employees. We’re looking for professionals who want to contribute their knowledge and talents to creating life time relationships with our customers while helping to create a positive and productive atmosphere in which to work. To find out more, please visit

We are in search of an experienced Application Software Support Analyst to work with our professional team in our Willmar, MNoffice.


Position Responsibilities

  • Provide front line application and technical support for Order Management and Ecommerce software written by Ability Commerce – analyze problems / requests from customers and provide solutions and/or workarounds to software product problems/questions.
  • Train end-users how to effectively use the software in order to solve their questions and business needs.
  • Handle support requests arriving via Web interface, email, or phone in a prompt, courteous, and knowledgeable manner.
  • Maintain a sense of urgency in resolving customer issues and identify the root cause of the issues.
  • Recreate reported problems in current and latest software versions.
  • Accurately present customer problems and requests for changes at our internal work order meetings and offer suggestions for code changes in order to meet customer expectations.
  • Proactively follow through on customer issues to ensure customers concerns are addressed accurately and promptly.
  • Act as liaison between customers and development staff.
  • Assist with testing of new software products and product upgrade releases by writing and executing QA test plans and documenting test plan results.
  • Maintain excellent lines of communication with clients to keep them informed of active cases.
  • Log all Support activities in ticketing systems for tracking and knowledge sharing

Required Skills

  • B.S. Degree in Business or Management Information Systems required
  • 2+ years of application software support experience in a distributed software environment.
  • 2+ years of experience in supporting Order Management, eCommerce or Multi-channel application software.
  • 2+ years of writing complex SQL queries/scripts to extract, add, update and delete data in SQL tables.
  • Must be proficient with Microsoft Office – Word, Excel, Outlook and PowerPoint
  • Strong interpersonal skills are required to interface with diverse groups such as end users, programmers, management and support staff
  • Strong analytical and problem-solving skills
  • Excellent organizational skills
  • Must be reliable and exercise sound judgment at all times
  • Ability to work independently on some issues and as a member of a team on other issues.
  • Strong commitment to delivering high-quality products and providing excellent service to the customer.
  • Ability to multi-task and able to effectively handle escalations and time critical issues.
  • Demonstrated ability to cultivate customer relationships
  • Familiarity with reporting tools such as SQL Server Reporting Services and Crystal Reports.
  • Must be self-motivated, well organized, possess an attention to detail, able to work well under pressure, and complete projects within the established deadlines without strict supervision.
  • Strong communication skills both verbal and written to convey confidence, ability, and patience to customers
  • Must be comfortable communicating to both technical and non-technical audiences and with all levels in the client organization from end-user to CEO.
  • Must be comfortable understanding and communicating to clients on the use of the software as well as general business practices.
  • Must be available for after-hours on-call production support and working nights and weekends as required.
  • Ability to accurately articulate client business needs so these needs can be translated into functional and / or technical specifications for development.
  • Travel may be required

Position Details

Competitive benefit package includes health/dental/life/disability insurance, 401K match, paid holidays, paid time off, casual dress and flexible work environment.

This is an in-house position in our Willmar, MN office.


Job Type: Full-time


  • Software support: 2 years
  • SQL: 2 years


  • Bachelor's


  • Willmar, MN