Technical Solutions Analyst I

About the role

Provide technical support via phone, email, and ticketing systems for AMI/AMR systems and related software.

Responsibilities

• Troubleshoot and resolve software, network connectivity, and other technical issues for customers.
• Triage, prioritize, and manage customer cases from initiation to resolution.
• Onboard and train customers on SaaS applications, ensuring successful system adoption and positive experience.
• Document troubleshooting steps, findings, and solutions in Salesforce, Jira, or similar systems.
• Escalate complex issues to higher-level support or relevant internal teams as needed.
• Assist with software installation, configuration, user account, and permission management.
• Analyze system logs and data to diagnose and solve technical problems.
• Communicate clearly and promptly with customers and internal stakeholders.
• Contribute to technical documentation, knowledge base articles, and process improvements.
• Maintain and develop up-to-date knowledge of company products, applications, and technologies.
• Manage multiple priorities efficiently in a fast-paced environment, with strong customer service focus.
• Collaborate with cross-functional teams and demonstrate proactive, adaptable, and continuous learning mindset.