Technical Support Analyst I

About the role

Provides L2 technical support for retail-facing Salesforce, iOS, SQL, ServiceNow and Qlik applications. L2 technical support offers advanced troubleshooting and resolution for technology issues that cannot be resolved at the initial (L1) support level. This role requires a broad depth of knowledge across all Renewal by Andersen (RbA) systems and integrations, supporting both affiliate retail operations (ARO) and company-owned retail operations (CORO) end-users at all levels.

Responsibilities

• Resolve retail software incidents at the L2 level for Salesforce, iOS, SQL applications using ServiceNow, leveraging advanced technical abilities and documented procedures.
• Meet OSAT survey service levels and quality standards.
• Independently interpret, create, and update knowledge articles, quick reference guides, and standard work instructions; contribute to team training and quality reviews.
• Actively participate in daily and weekly team coordination meetings to share learnings, identify blockers, and align on priorities.
• Support team initiatives by completing assigned tasks such as testing, documentation updates, and process improvements to enhance support efficiency.
• Execute small projects as needed.
• Share timely updates with retail users regarding known issues, workarounds, and planned changes using approved communication channels.
• Identify necessary modifications to communication templates.
• Run ServiceNow dashboards and reports to monitor and follow through on tickets.
• Maintain familiarity with L1 processes for onboarding and offboarding access requests.

Requirements

• Minimum of 2-3 years in technical support or a related role.
• Foundational knowledge of Salesforce, iOS apps, SQL, and ServiceNow; administration certification is a plus.
• Ability to follow and improve documented L2 procedures and escalation paths.
• Problem-solving skills: begins with established solutions but deviates when necessary to diagnose issues; escalates correctly when issues exceed scope.
• Associate’s degree with an emphasis in Information Systems or equivalent work experience and technical training.
• Strong interpersonal skills and ability to work well on cross-functional project teams.

Pay

Pay is based on several factors, including work experience, education, geographic location, and certifications. Pay range: $62,856.00 - $120,480.00.

Benefits

• 401(k) Plan with employer fixed contributions and company matching profit sharing (target of $3,600 per eligible employee in 2026, paid quarterly).
• Medical, dental, and vision coverage.
• Flexible Spending Accounts (FSAs), Health Savings Account (HSA), and Health Reimbursement Account (HRA).
• Life insurance.
• Paid time off and paid holidays.
• Paid maternity leave and paid parental leave.
• Career growth planning and nationwide career opportunities.

For employees covered by a collective bargaining agreement, some benefits may differ or may not be available based on the terms of the agreement.