Tech Support Analyst
Position Summary:
Our partner, a pioneering global information and insights company that establishes trust in global commerce while leading the industry in the realm of data, is looking to add a Senior Analyst/Tech support to their team. In this role, you will be the primary point of contact with customers, ensuring timely resolution of their concerns and assisting in network/system technical issues. Therefore, we’re looking for a proactive professional with strong customer service, analytical, and problem-solving skills. In this role, you will work effectively in a collaborative team environment.
Experience and Education:
- Bachelor or higher degree in Computer Science, Information Systems, Information Technology, or a related technical field/experience.
- 2+ years of experience in customer support roles or related fields.
- Experience working in a network/systems environment.
- Experience with escalating/triaging issues as needed.
- Strong mentoring and coaching skills, promoting collaboration and knowledge sharing within teams.
- Strong written and verbal communication skills.
Skills and Strengths:
- Experience writing SQL queries
- Customer service
- Customer support
- Network and connectivity support
- Infrastructure support
- Internet protocols (IP)
- Incident management
- Troubleshooting
- Data entry
- Data analysis
- Documentation
- Reporting
- Ticketing systems
- Splunk (as a plus)
- Salesforce (as a plus)
Primary Job Responsibilities:
- Provide technical assistance and exceptional customer service in resolving complex network and infrastructure issues.
- Lead all efforts in triaging connectivity and digital certificates with customers.
- Obtain an understanding of assigned support items, identify the root cause and impact of issues, and determine the best course of action to fully address customer-reported issues and requests.
- Manage incoming support requests, escalating to appropriate departments when necessary.
- Anticipate customer needs, provide feedback for improvement, and take proactive measures to prevent customer-impacting occurrences.
- Effectively communicate with customers, sales, and internal teams, explaining complex issues and collaborating on solutions.
- Document all support activities, including troubleshooting steps and resolutions, in detail.
- Maintain accurate records of incidents and service requests, adhering to incident management procedures.
- Mentor and train team members, promoting collaboration and knowledge sharing within and across teams.
- Continuously develop expertise in relational databases (SQL, Splunk, Excel), leveraging these tools to enhance technical support capabilities.
