Technical Support Analyst
As a Support Analyst, you’ll play a key role within our technical support services team. Reporting to our Technical Support Manager, you’ll respond to client questions and technical issues and work with our internal technical team to resolve the issue. In this role, successful candidates will leverage their technical knowledge in order to reduce our response time on tickets and increase our overall client satisfaction.
Provide level 1 triage support via email and phone on all incoming tickets
Basic understanding of networking and programming to gather pertinent details from the client
Leveraging reporting tools to query data
Work to completion all Tier 1 tickets
Assist with new client provisioning
Error log research
User profile management (create new users, reset passwords, etc.)
Working with clients to troubleshoot issues
Properly escalate unresolved issues to appropriate internal teams
Provide prompt and accurate feedback to clients
Prioritize and manage several open issues at one time
Document technical knowledge in the form of notes and manuals
You MUST HAVE
Entry level understanding of pc troubleshooting
Entry level understanding of programming and/or scripting
Entry level understanding of networking
Experience using reporting tools to query data
Technical degree preferred or equivalent combination of education and experience
1 year of professional experience in a technical role supporting applications or software
Previous experience in a help desk or technical support environment (preferred but not required)
Communication Proficiency – utilizes effective interpersonal communication skills in the day to day operations of the department
Initiative - Demonstrates resourcefulness, takes ownership, and be accountable for your work
Organizational Skills - Demonstrates strong ability to effectively prioritize and multi-task on a daily basis
Technical Support in a SaaS environment (preferred but not required).
Business Acumen - Demonstrates a high degree of professionalism in all tasks
Hours: Full Time Position: 9am to 5pm, 40 Hours a week, paid lunch break
Overtime available dependent on skillset for after-hours/weekend work
- We are an enterprise communications vendor specializing in advanced call center technology solutions.
- Immediate opening, join the team! Get your foot in the door of a ground floor opportunity and when we say ground floor, you would be one of the first of new hires in a brand new office. If excitement, teamwork and growing your skills is what you crave in a startup style environment at a proven 10+ year old company, we are your people!