Tech Support Analyst l

Responsibilities

• Provide Level 1 technical support to resellers and end users.
• Troubleshoot customer issues via phone, email, and web-based chats.
• Collaborate with Level 2 Analysts to resolve complex technical issues.
• Create and process sales orders, quotes, and RMAs for replacement parts.
• Maintain detailed records using help desk software and internal tracking systems.
• Support database management, quality reporting, and performance metrics reporting.
• Work cross-functionally with Engineering, Quality Assurance, Accounting, Production, and Repair teams.
• Assist with internal technical support requests as needed.
• Support installations and configurations in complex network environments.
• Communicate technical information effectively to technical and non-technical users.

Qualifications

• Excellent written and verbal communication skills.
• Strong technical aptitude and analytical problem-solving skills.
• Experience troubleshooting software and hardware issues.
• Ability to work independently and manage multiple priorities.
• Strong attention to detail and organizational skills.
• Ability to thrive in a fast-paced, agile environment.
• Positive, proactive attitude and willingness to adapt to change.
• Strong interpersonal skills and team-oriented mindset.