Technical Support Analyst 1, Non-Healthcare

Job Description

Overview

The Technical Support Analyst 1, is responsible for responding to and resolving customer requests for assistance with technical issues related to their solution.

Responsibilities

• Monitor and pickup support tickets from customers requesting assistance via internal company system
• Troubleshoot and resolve issues utilizing company systems, utilities and support processes with assistance and direct oversight from team members; learn best practices for problem resolution
• Troubleshoot and resolve issues utilizing company systems, utilities and support processes with assistance and direct oversight from team members; learn best practices for problem resolution
• Be accountable for customer requests; maintain ownership of request and follow through consistently with resolution
• Provide regular and frequent communication to customer; ensure customer is fully advised as to the progress or delay to the resolution of their issue
• Compose internal documentation that fully reflects all activity related to resolution of support request
• Compose Software Change Requests (SCR) based on customer issues or enhancement requests and submit to responsible team for correction

Qualifications

• Associate's Degree in Business or a related field or an equivalent combination of education and experience sufficient to successfully perform the principal duties of the job
• Experience in a customer service environment preferred
• Able to thrive in a fast paced environment
• Speak or write with ease, clarity and impact, using a communication style appropriate to the subject and the audience
• Good critical thinking and problem solving skills
• Good prioritization and time management skills
• Good collaboration skills, applied successfully within a team as well as other areas
• Up to 10% travel required