What are the responsibilities and job description for the Technical Triage Support Analyst position at Robert Half?
Job Details
Description
We are seeking a Technical Triage Support Analyst to join our team. Located in Boiling Springs, South Carolina, this role offers a contract to permanent employment opportunity. As a Technical Triage Support Analyst, you will be the initial contact for our customers, managing inquiries, identifying technical issues, and ensuring efficient escalation of unresolved technical concerns.
Responsibilities:
Promptly address incoming support calls, providing a detail oriented and courteous experience for customers
Precisely identify and troubleshoot basic technical issues using standardized processes
Document and escalate unresolved and complex technical issues to specialized support teams, ensuring all relevant information is collected
Deliver a customer-first experience with empathy, patience, and timely follow-ups, maintaining a detail oriented and success driven demeanor
Log customer inquiries, troubleshooting efforts, and resolutions/escalations accurately in the ticketing system for proper tracking and reporting
Collaborate with internal teams to ensure seamless communication and timely resolution of escalated issues
Use your strong customer service skills to manage and prioritize individual tasks effectively in a team-oriented environment
Demonstrate your technical aptitude by understanding and diagnosing customer issues, applying effective solutions or escalating as appropriate.
Requirements
Proven experience in a Customer Service role, with a strong focus on delivering high-quality technical support to clients
Previous experience in a Call Center Customer Service environment, demonstrating excellent communication and problem-solving abilities
Proficiency in using Ticketing Systems to manage, track, and resolve customer issues
Basic Troubleshooting skills, with the ability to diagnose and resolve technical issues in a timely manner
Prior experience working on a Service Desk, handling technical queries and providing solutions to customers.
Technology Doesn't Change the World, People Do.
Robert Half is the world's first and largest specialized talent solutions firm that connects highly qualified job seekers to opportunities at great companies. We offer contract, temporary and permanent placement solutions for finance and accounting, technology, marketing and creative, legal, and administrative and customer support roles.
Robert Half works to put you in the best position to succeed. We provide access to top jobs, competitive compensation and benefits, and free online training. Stay on top of every opportunity - whenever you choose - even on the go. Download the Robert Half app and get 1-tap apply, notifications of AI-matched jobs, and much more.
All applicants applying for U.S. job openings must be legally authorized to work in the United States. Benefits are available to contract/temporary professionals, including medical, vision, dental, and life and disability insurance. Hired contract/temporary professionals are also eligible to enroll in our company 401(k) plan. Visit roberthalf.gobenefits.net for more information.
2025 Robert Half. An Equal Opportunity Employer. M/F/Disability/Veterans. By clicking "Apply Now," you're agreeing to Robert Half's Terms of Use.
We are seeking a Technical Triage Support Analyst to join our team. Located in Boiling Springs, South Carolina, this role offers a contract to permanent employment opportunity. As a Technical Triage Support Analyst, you will be the initial contact for our customers, managing inquiries, identifying technical issues, and ensuring efficient escalation of unresolved technical concerns.
Responsibilities:
Promptly address incoming support calls, providing a detail oriented and courteous experience for customers
Precisely identify and troubleshoot basic technical issues using standardized processes
Document and escalate unresolved and complex technical issues to specialized support teams, ensuring all relevant information is collected
Deliver a customer-first experience with empathy, patience, and timely follow-ups, maintaining a detail oriented and success driven demeanor
Log customer inquiries, troubleshooting efforts, and resolutions/escalations accurately in the ticketing system for proper tracking and reporting
Collaborate with internal teams to ensure seamless communication and timely resolution of escalated issues
Use your strong customer service skills to manage and prioritize individual tasks effectively in a team-oriented environment
Demonstrate your technical aptitude by understanding and diagnosing customer issues, applying effective solutions or escalating as appropriate.
Requirements
Proven experience in a Customer Service role, with a strong focus on delivering high-quality technical support to clients
Previous experience in a Call Center Customer Service environment, demonstrating excellent communication and problem-solving abilities
Proficiency in using Ticketing Systems to manage, track, and resolve customer issues
Basic Troubleshooting skills, with the ability to diagnose and resolve technical issues in a timely manner
Prior experience working on a Service Desk, handling technical queries and providing solutions to customers.
Technology Doesn't Change the World, People Do.
Robert Half is the world's first and largest specialized talent solutions firm that connects highly qualified job seekers to opportunities at great companies. We offer contract, temporary and permanent placement solutions for finance and accounting, technology, marketing and creative, legal, and administrative and customer support roles.
Robert Half works to put you in the best position to succeed. We provide access to top jobs, competitive compensation and benefits, and free online training. Stay on top of every opportunity - whenever you choose - even on the go. Download the Robert Half app and get 1-tap apply, notifications of AI-matched jobs, and much more.
All applicants applying for U.S. job openings must be legally authorized to work in the United States. Benefits are available to contract/temporary professionals, including medical, vision, dental, and life and disability insurance. Hired contract/temporary professionals are also eligible to enroll in our company 401(k) plan. Visit roberthalf.gobenefits.net for more information.
2025 Robert Half. An Equal Opportunity Employer. M/F/Disability/Veterans. By clicking "Apply Now," you're agreeing to Robert Half's Terms of Use.
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