Technical Support Analyst

Job Summary / Description

The Technical Support Analyst provides support to ECRS customers by troubleshooting and resolving a broad range of application issues using remote support, documenting tickets, and identifying bugs.

Responsibilities

• Provide excellent technical support to ECRS customers by providing the fastest possible resolution while maintaining empathy, courtesy, and professionalism.
• Provide troubleshooting and root cause analysis services to ECRS customers with a current Support contract.
• Monitor support issues to report software inefficiency and trends.
• Analyze and support technical documentation.
• Work closely with the Team Leads, Escalation Manager, Development, QA, Sales, and other teams to ensure that we are delivering overall superior products and support to our customers.
• Model professionalism through conduct and attitude.
• Provide identification, prioritization, and resolution of customers' technical support issues.
• This position requires that you work at least 3 quarterly after-hour on-call shifts.

Qualifications

• Intellectually curious, hardworking, ethical, and energetic — thrives on solving problems.
• Lives in Boone or near Boone and is willing to work in the office 5 days a week.
• Basic IT skills and a genuine love for technology.
• Experience with technical help desk procedures, customer service, or retail operations.
• Basic knowledge in at least one of the following: installing, operating, testing, planning, and configuring relevant technologies.
• Intermediate to advanced root cause analysis and troubleshooting skills.
• Experience with PC hardware/software repair and correction.
• Basic understanding of retail environments and operations.
• Strong work ethic, professional attitude, and a team player.
• Strong written, verbal, and personal communication skills.
• Top-tier customer service skills with a drive to produce high-quality work.
• Able to manage multiple priorities with flexibility to meet changing needs.
• Technical certifications are a plus: Qualified Integrated Reseller, CompTIA A+, CompTIA ITF, CompTIA Network+.
• Proficiency in Spanish is a plus.

About ECRS

ECRS is a fast-paced, progressive technology company with a wide range of opportunities for quality-oriented, career-minded individuals. Geographically situated in the heart of the Blue Ridge Mountains, ECRS offers the unique opportunity to work in a high-tech career in a resort college town setting. The ECRS family is made up of energetic, outgoing professionals who love what they do for a living. They are courteous, knowledgeable people who strive for excellence in everything they do. ECRS employees work together in dynamic teams to create, sell, install, and support our best-in-class retail automation solutions. We believe that acceptance of diversity is a key reason as to why we're successful. All qualified applicants who can demonstrate integrity and competence will receive consideration for employment and advancement without regard to race, color, religion, gender, sexual orientation, disability, age, political affiliation, or national origin.