Technical Support Analyst
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Job Description
Technical Support Analyst delivering accurate solutions and maintaining documentation for user inquiries. Helping users succeed through technical support and effective communication.
Responsibilities:
- Respond to user inquiries through the ticketing system, delivering timely, accurate solutions to software-related issues.
- Troubleshoot technical problems by reviewing logs, error messages, and user feedback.
- Assist with billing activities and end-of-period (EOP) processes, including validating data, ensuring accuracy of usage or service metrics.
- Maintain clear, detailed documentation of support cases, troubleshooting steps, resolutions, and system updates.
- Work closely with senior technical staff and specialized teams on complex or escalated issues.
- Monitor system performance and identify recurring issues or patterns, proactively reporting observations that could prevent potential disruptions.
- Deliver exceptional customer service by ensuring responsiveness, transparency, and professionalism throughout all support interactions.
- Develop skills and technical knowledge while contributing to a dynamic, remote-first work environment focused on growth and innovation.
Requirements:
- Bachelor's degree in information technology, Computer Science, or a related field; or equivalent experience.
- 3+ years of experience in a technical support or helpdesk role.
- Technical Skills: Crafting, optimizing, and troubleshooting SQL queries in Microsoft SQL Server.
- Experience with ticketing systems (e.g., ServiceNow, Zendesk, ClickUp) and remote desktop tools.
- Proficient in shell scripting and XML processing.
- Familiarity with common software applications (e.g., Microsoft Office, VPN, and RDP).
- Ability to read, troubleshoot, analyze and debug (C#) code.
- Experience with GitHub for version control, collaboration, and code management.
- Strong problem-solving and analytical skills.
- Excellent verbal and written communication skills.
- Ability to work under pressure and manage multiple priorities.
- Customer-centric mindset to build strong customer loyalty and drive sustainable growth by aligning products, services, and operations around the customer.
- Recognizes when action needs to be taken and does so without direction.
Benefits:
- Gain exposure to real-world software systems and experience with critical customer interactions.
- Be part of a supportive team that values learning and growth.
- Access to leadership and knowledge about how your work impacts company success.
- Make a meaningful impact by helping customers succeed.
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