Technical Support Analyst

This role is primarily remote but requires occasional on-site attendance in our Pittsburgh office, sometimes with limited advance notice. Are you able to meet this requirement?

We are seeking a highly organized and customer-focused Support Analyst. This role is critical in ensuring a smooth transition for end users by providing frontline support, managing escalations, and maintaining clear communication throughout the process. While IT expertise is not required, a basic understanding of software systems is a plus.

Key Responsibilities:

• Serve as the first point of contact for users.
• Provide exceptional customer service and support via phone, email, and chat.
• Escalate technical issues and user concerns to the appropriate teams promptly.
• Track and document user interactions and issues in a clear and organized manner.
• Collaborate with internal teams to ensure timely resolution of escalated issues.
• Assist in creating and maintaining support documentation and FAQs.
• Monitor rollout progress and report trends or recurring issues to leadership.

Qualifications:

• Proven experience in a customer service or support role.
• Excellent organizational skills and attention to detail.
• Strong communication skills, both written and verbal.
• Ability to manage multiple tasks and prioritize effectively.
• Comfortable working in a fast-paced, dynamic environment.
• Basic familiarity with software systems or willingness to learn quickly.
• Experience with ticketing systems or help desk tools is a plus.
• Understanding of escalation protocols and issue tracking.
• Ability to remain calm and professional under pressure.