Technical Support Analyst

About You – experience, education, skills, and accomplishments  

Bachelor's degree or equivalent work experience in a customer care environment

A minimum of 2 years equivalent and progressive work experience

It would be great if you also had . . .  

Oracle or SQL Server knowledge

Proficiency in Microsoft Office

Experience with Web Servers configuration, SQL queries and IIS

What will you be doing in this role? 

 Act as first point of contact for technical assistance via phone, e-mail, chat, or customer service systems

Efficiently resolve customer inquiries and requests related to products and services in a professional, accurate, courteous, and timely manner using various communication channels (phone, email, chat)

Escalate more technical and unique issues to senior staff and ensures appropriate communication with customers

Gather information from users to accurately diagnose and understand technical issues, documenting detailed support requests

Resolve incidents in accordance with the Service Level Agreements; prioritize and resolve quick issues and escalate other issues to the relevant function

Investigate, report and document customer issues and/or enhancement requests and ensures that both internal and external stakeholders are updated as appropriate

Act as a voice of the customer and report customer feedback to contribute to organizational learning and ensure best practice is coordinated across the organization