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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

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