We are seeking a customer-focused, critical-thinking Technical Support Analyst . As a Technical Support Analyst, you will play a vital role in providing first-level support, diagnosing issues, and ensuring customer satisfaction. Support may include looking at file extracts to establish submission error causes, helping customers update their files from a data entry perspective, administrative access/permissions, and assisting with report building or data analysis. If this position would be a fit for your skillset, please apply today!

Responsibilities:

• Respond to customer inquiries and technical issues through various communication channels, primarily including email and chat
• Diagnose and troubleshoot basic technical problems related to software, hardware, network connectivity, and system configurations across one skillset or product line
• Document customer interactions, inquiries, and solutions accurately in the ticketing system
• Escalate complex issues as appropriate and ensure effective communication throughout the escalation process
• Collaborate with team members to share knowledge and identify recurring issues for proactive problem-solving
• Provide timely and courteous customer service, ensuring that customers feel valued and supported
• Follow established support processes and procedures, contributing to continuous process improvement efforts
• Stay up to date with the latest product updates, features, and technical information to provide accurate assistance to customers
• Contribute to the creation of user guides, FAQs, and self-help resources for customers

Requirements:

• Strong problem-solving skills with a logical and analytical approach to troubleshooting
• Excellent communication skills, both written and verbal, with the ability to explain technical concepts to non-technical users
• Experience in a technical support center is preferred
• Customer-focused mindset with a commitment to delivering exceptional service
• 1 years’ experience with Windows Operating systems XP, Vista, Windows 7, Windows 8, and Windows 10, as well as all common web browsers
• Ability to work in a fast-paced environment
• Experience using customer support tracking tool
• Ability to work in a fast-paced environment
• Experience working with SQL Databases, XML and scripting preferred

Work Model:

• On-Site