Technical Support Analyst

The Position

Direct interaction with customers via phone, email, and chat to deliver world-class, solutions-focused results emphasizing the customer’s experience. This will require the employee to become proficient with all aspects of the application software functionality to accurately analyze, troubleshoot, diagnose, and resolve software or system-related issues under the supervisor's and manager's general direction.

Responsibilities

• Answers, evaluates, and prioritizes incoming telephone, email, and chat-based requests for assistance from users experiencing problems with hardware, software, networking, and other computer-related technologies
• Recognizes problems, conducts research, provides resolutions, and follows up with customers as needed, escalating more complex cases to the appropriate team
• Logs and tracks calls using a problem management database and maintains history records and related problem documentation
• Prepares standard statistical reports, such as help desk incident reports
• Consult with programmers to explain software errors or to recommend changes to programs
• May test software and hardware to evaluate the ease of use and whether the product will aid the user in performing work
• Ability to work on certain holidays when requested
• Flexibility to work at variably changing shift times
• Duties and tasks are subject to change and differ to be in alignment with the product(s) you support
• All other duties as assigned, including special projects and other technical support tasks

Requirements

• 1-2 years prior experience in a technical support role
• Proficient in Microsoft Office suite
• Salesforce experience preferred
• Prior CRM experience preferred
• Strong attention to detail and time management
• Strong oral and written communication skills
• Strong customer service and conflict resolution skills
• Ability to handle a heavy workload and multiple projects with frequent interruptions and schedule changes
• Associate’s degree or equivalent work experience