Technical Support Analyst 🔥
Job Title: Technical Support Analyst (Software – Hybrid/Remote)
Reports To: Support Supervisor
Supervision: No
FLSA Classification: Non-Exempt
Overview
The Technical Support Analyst (Level 2) will provide excellent customer service and technical support through a variety of support channels. This role will be responsible for the in-depth troubleshooting of data and technical issues reported by users of the Delaget platform, as well as the initial and ongoing configuration of the platform to suit customer needs.
Responsibilities
- Develop and maintain a deep understanding of Delaget products and services
- Provide customer support in a timely and efficient manner
- Conduct troubleshooting of various technical issues
- Assist with the initial and ongoing configuration of Delaget products
- Help to manage the support queue, and facilitate the timely resolution of issues
- Interact with customers over email, chat and phone
- Handle technical escalations and work issues to final resolution
- Provide on-call 24x7 support coverage for customer support, polling and loading support, and technical infrastructure support
- Assist with the training and onboarding of support team members
- Identify recurring problems; propose and implement changes to improve Delaget processes
- Assist with special projects pertaining to the Support team as assigned
- Create and maintain internal and client facing documentation
Qualifications
- Bachelor's Degree in Information Technology or a relevant field is a strong plus
- 2-4 years of experience in customer service and technical support
- Experience with SQL and relational database technology
- Software development experience or coursework
- Proven record of delivering great customer service
- Strong written and verbal communication skills with the ability to present technical material in an easily understood manner
- Exceptional interpersonal skills, with an ability to demonstrate empathy for customer situations
- Excellent analytical and problem-solving skills
- Able to adapt and flex schedule to align with business needs and willingness to be accessible by phone after hours
- Experience creating technical documentation or other client facing documentation
Specific Requirements
- Must possess the ability to make independent decisions when circumstances warrant action
- Stays up to date on all required training
Work Environment
- This role may be conducted as remote or hybrid; all remote working requirements must be met
- While in the office, primary responsibilities will be conducted in clean, well-lit, climate-controlled areas with moderate noise level
- Frequent communication with clients and/or staff exists under all conditions and circumstances
Working Conditions
- May work beyond normal working hours, on weekends and holidays, and/or in other positions when necessary
Physical and Sensory Requirements (with or without reasonable accommodations)
- Must be able to move intermittently throughout the working day, must be able to stand, stoop, walk, kneel and crouch.
- Requires good hand-eye coordination, arm, hand and finger dexterity, including ability to grasp and visual acuity to use a keyboard, operate equipment and read
- Frequently required to sit, reach with hands and arms, talk and hear
- Specific vision abilities required by this position include close vision, distance vison, and the ability to adjust focus
- Must be able to read, write and communicate in English
- Must be in good general health and demonstrate emotional stability
- Must be able to lift, push, pull, and move a minimum of 20 pounds