You haven't searched anything yet.
Description
We are seeking a highly motivated and customer-focused Technical Support Analyst to join our team. As a Technical Support Analyst, you will play a crucial role in providing exceptional support to our customers and collaborating closely with our customer service teams. Your responsibilities will include handling ticket creation, reporting, and resolving technical issues, ensuring a smooth and efficient customer experience.
Key Responsibilities:
Customer Support:
- Interact with customers to understand and troubleshoot technical issues.
- Provide timely and accurate responses to customer inquiries through various channels.
- Collaborate with customer service teams to address and resolve customer concerns effectively.
Ticket Creation and Management:
- Create and manage support tickets to track customer issues and resolutions.
- Prioritize and escalate tickets as needed to ensure timely resolution.
- Maintain detailed documentation of customer interactions and issue resolutions.
Technical Troubleshooting:
- Diagnose and resolve technical issues reported by customers.
- Work closely with internal technical teams to escalate and resolve complex problems.
- Provide clear and concise instructions to customers for issue resolution.
Reporting and Analysis:
- Generate reports on common technical issues to identify trends and areas for improvement.
- Collaborate with cross-functional teams to analyze support data and implement proactive solutions.
- Contribute insights to improve product functionality and customer satisfaction.
Database Knowledge:
- Possess a fundamental understanding of SQL, MongoDB, and databases.
- Ability to run basic queries and troubleshoot database-related issues.
- Collaborate with the development team to relay customer-reported database problems.
Requirements
Qualifications:
- Bachelor's degree in a relevant technical field or equivalent practical experience.
- Proven experience in a technical support role, preferably in a customer-facing environment.
- Strong problem-solving skills and ability to troubleshoot technical issues independently.
- Excellent communication skills with the ability to convey technical information clearly to non-technical users.
- Basic understanding of SQL, MongoDB, and databases.
- Familiarity with ticketing systems and customer support software.
Preferred Skills:
- Previous experience in a software development or technology company.
- Experience using Atlassian product such as Jira Service Management, Confluence, JIRA.
- Familiarity with cloud computing platforms.
- Strong attention to detail and organizational skills.
If you are passionate about technology, enjoy helping customers, and thrive
in a collaborative environment, we invite you to apply for this exciting
opportunity. Join us in delivering top-notch technical support and contributing
to the success of our customers.
Full Time
$57k-71k (estimate)
01/20/2024
04/17/2024
The job skills required for Technical Support Analyst include Technical Support, Customer Service, Problem Solving, Analysis, SQL, Customer Support, etc. Having related job skills and expertise will give you an advantage when applying to be a Technical Support Analyst. That makes you unique and can impact how much salary you can get paid. Below are job openings related to skills required by Technical Support Analyst. Select any job title you are interested in and start to search job requirements.
The following is the career advancement route for Technical Support Analyst positions, which can be used as a reference in future career path planning. As a Technical Support Analyst, it can be promoted into senior positions as a Technical Support Analyst II that are expected to handle more key tasks, people in this role will get a higher salary paid than an ordinary Technical Support Analyst. You can explore the career advancement for a Technical Support Analyst below and select your interested title to get hiring information.