What are the responsibilities and job description for the Senior Technical Support Analyst position at CSC?
Senior Technical Support Analyst
Remote-Americas
Monday-Friday 8:00 am to 5:00 pm Pacific time,11:00 am to 8:00 pm Eastern, 10:00 am to 7:00 pm Central time
The Senior Technical Support Analyst reports to a Senior Manager of Technical Product Support. This is a customer-facing role responsible for driving customer satisfaction with our products and services. The position requires someone to demonstrate strong problem-solving skills, technical ability, a service mentality, and ability to troubleshoot.
The Support Services team is a dynamic customer- facing organization staffed predominately with individuals with desire to learn and possess strong software technical skills in property tax or other types of software. This role provides our customers with a unique experience that leans more toward a direct customer relationship role than a typical support center.
Our primary location for Customer Operations is in San Diego, CA with roughly 70% of our current staff distributed across the United States. The Technical Support Analyst role is a fully remote role.
Some of the things you will be doing:
- Provide excellent technical service to our TCI customers
- Troubleshoot any technical issues
- Assure timely, professional and accurate responses to end user inquiries
- Perform software installations as necessary
- Mentor junior Technical Support Analysts
- Serve as subject matter expert on technical matters for team
What technical skills, experience, and qualifications do you need?
- Bachelor’s degree
- 5-7 years of previous product customer support or implementation, ideally in property tax software support or software application support
- Knowledge of MS Windows, MS Office, and MS SQL network setup preferred
- Ability to problem-solve
- Ability to use initiative in identifying, addressing, and resolving day to day issues and challenges
- Strong, positive, contagious attitude and work ethic
- Effective communication skills
- Desire to learn
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