Technical Support Analyst

Key Responsibilities

• Offer immediate assistance through phone or live chat, prioritizing professionalism, empathy, and customer satisfaction.
• Establish trust with users through active listening and clear communication.
• Address issues directly or escalate as needed while managing expectations.
• Maintain professionalism during challenging situations.
• Ensure a positive experience in every customer interaction.
• Document all support activities in the ticketing system, detailing problems, troubleshooting, and solutions.
• Create precise documentation for use by colleagues, users, and escalation teams.
• Use appropriate tone in written communications to facilitate effective exchanges.
• Promptly update users on ticket status and resolutions.
• Deliver high-quality support for software, hardware, and infrastructure components.
• Conduct incident assessment, research, training, resolution, and recovery.
• Utilize diagnostic tools and system knowledge to efficiently resolve issues.
• Install, update, clean, or repair hardware and software as needed.
• Manage multiple requests through chat and call platforms efficiently.

Additional Expectations

• Show flexibility by supporting variable shifts, including holidays, overtime, and weekends.
• Continuously pursue self-improvement and operational efficiency.

Qualifications

• High school diploma or GED required.
• Preferred: 2-5 years of customer support experience via phone and chat, or equivalent education and experience.
• Strong interpersonal skills, empathy, and communication abilities in a fast-paced environment.
• Excellent customer service and verbal and written communication skills.
• Strong problem-solving and critical-thinking skills.
• Self-motivated with the ability to work independently and manage tasks under pressure.
• Technical aptitude for supporting a wide range of IT systems and applications.
• Proficient in basic computer skills, including typing, email, and navigating Windows systems.
• Responsible for providing high-quality end-user technical support for enterprise software and hardware.
• Understanding of technology to support existing systems effectively.
• Experience in investigating, diagnosing, resolving, and recovering from hardware/software issues.
• 2-5 years of relevant work experience in a fast-paced, high-tech environment.