Technical Support Analyst I
Mesilla Valley Transportation is hiring a Technical Support Analyst in El Paso, TX.
About the role
The Technical Support Analyst will be responsible for providing support to a wide variety of customer types and situations. Progressive levels of responsibility within the role will necessitate a more proactive approach to preventing future issues and fostering customer education.
Responsibilities
- Respond to customer inquiries via phone or email.
- Document and track customer issues using a ticketing system.
- Provide basic troubleshooting and problem-solving for common technical issues.
- Follow standard operating procedures to resolve technical problems.
- Escalate unresolved issues to higher-level support or specialized teams.
- Provide step-by-step guidance to customers.
- Monitor system alerts and notifications.
- Perform basic system health checks and report anomalies.
- Document solutions and create knowledge base articles for common issues.
- Maintain accurate records of customer interactions and resolutions.
- Assist customers with basic usage and navigation of products or services.
- Provide training and educational resources to customers as needed.
- Assist in the creation and maintenance of technical documentation.
- Work closely with product development and delivery teams to resolve complex issues.
- Perform system updates, patches, and maintenance tasks.
- Identify opportunities for automation and process improvement.
- Provide regular updates to users on the progress of their issues, especially for prolonged or complex cases.
- Participate in professional development opportunities to stay current with industry trends and technologies.
- May assist or observe with troubleshooting critical issues.
- Works an on-call rotation as needed.
- Maintains professionalism in written and verbal communication with customers as required.
Qualifications
- Associate’s Degree in IT related field or relevant work experience (Preferred).
- Two years (2) of relevant experience (Preferred).
- An equivalent combination of education and experience will also be considered.
- Basic certifications (Preferred) - A+.
Benefits
Only full-time employees are eligible.
- 401(k)
- Dental Insurance
- Health Insurance
- Life Insurance
- Paid Time Off
- Tuition Reimbursement
- Vision insurance
About the company
Mesilla Valley Transportation began in 1982 as a small independent fleet in the Southwest. In the late ’80s, MVT went through a controlled growth spurt and began to encompass the 48 connected states and Canada. Today, Mesilla Valley Transportation is one of the largest locally-owned Truck Load carriers in the U.S. We specialize in time-sensitive service between major manufacturing areas within the U.S., Canada, and Mexico borders. “Where family, careers, and success come together!”