Technical Support Analyst I provides technical support to system users and customer support staff. Evaluates user needs, defines technical problems, and works with engineering/development staff to determine solutions. Being a Technical Support Analyst I assists customer in implementing solutions. Performs ongoing activities to maintain and enhance overall system performance. Additionally, Technical Support Analyst I typically requires bachelor’s degree. Typically reports to a project leader or manager. The Technical Support Analyst I works on projects/matters of limited complexity in a support role. Work is closely managed. To be a Technical Support Analyst I typically requires 0-2 years of related experience.
Technical Support Analyst Job Description Template
Our company is looking for a Technical Support Analyst to join our team.
Responsibilities:
- Strong documentation skills ensuring support cases can be referenced and maintain traceability;
- Ensure all service levels are being met or exceeded;
- Report software defect and feature suggestions, and work closely with Engineering and Product Management to prioritize issues;
- The ability to handle multiple priorities and escalate to the reporting manager as necessary;
- Collaborate effectively with your team around the globe;
- Participate in, or lead, activities with other internal groups to meet the needs of our customers;
- Work closely with Engineering and Product Management to escalate issues and proactively identify possible defects;
- Provide exceptional customer service and support (by email and phone) to both technical and non-technical users;
- Respond quickly and thoroughly to sensitive, urgent inquiries from customers;
- Provide consistent and reliable support to all team members within the Customer Support team;
- Maintain detailed case notes in the CRM and keep the Account Executive informed of potential escalations;
- Find creative ways to reproduce and analyze problems to determine the cause and possible solutions or workarounds;
- Develop and maintain a solid understanding of company products and services;
- Manage client communications related to internal system problems and unplanned maintenance outages, as required;
- Ensure that all client communication is documented and tracked in the ticketing system.
Requirements:
- One or more years of support related experience with Windows 2000/2003 Server preferably in a customer facing call center environment;
- Constant sitting and working at a desk;
- Frequent verbal and written communication with the team and other business associates by telephone, correspondence, or in person;
- Occasional driving of automobiles;
- One or more years providing Technical Customer Support to external customers;
- Constant and close visual work at desk or computer;
- Understanding of relational data modeling and experience with SQL and MS SQL query;
- Strong customer service skills and technical acumen;
- 2+ years’ experience in a technical support role in a software organization;
- 2+ years of experience in a software development or technical support role;
- Completion of University or College in Computer Science or related field;
- Proven ability to effectively de-escalate customer interactions, when needed;
- Excellent written and verbal communication skills;
- Working knowledge in HTML/XHTML,XML/XSL, CSS and one of Java, C#, .NET;
- Proven ability to address customer support issues in a way that exceeds customer expectations, driving increased customer satisfaction.