Technical Support Analyst

Recognize and provide technical training, implement root-cause analysis, prioritize and drive solutions to reduce customer issues, focus on process/procedure improvement and knowledge base contribution. Understand the importance of immediate, accurate and satisfactory resolution of any customer. Work diligently to address any customer concerns or questions that have been escalated. Has developing proficiency in a range of processes or procedures through job-related training and on-the-job experience. Requires proficiency in a range of analytical and technical processes or procedures to carry out assigned tasks. 

Accountabilities

• Handle incoming traffic via supported channels when necessary, to ensure SLA alignment.
• Handle client requests in relation to escalated support requests and issues.
• Serve as the primary point of contact for escalated customer inquiries and issues within the local region.
• Provide expert-level technical guidance to customers and staff, guiding them through issue resolution steps effectively.
• Collaborate with cross-functional teams to address customer needs and provide timely solutions.
• Assist clients configure the product where necessary, focused on providing product best practices where SOW is not needed
• Assist with client onboarding and EBRs where necessary.
• Assist the Services team in driving client retention and growth.
• Own and trouble-shooting new/unknown product issues with a focus on restoring systems to normal service and documenting solutions and updating training materials for the wider audience.
• Technical/Functional Article and FAQ creation, reviews, and modifications.
• Assist with problem management and identifying incident/request trends where necessary.
• Assist with maintaining both internal and external training documents where necessary.
• Assist with Administration for all internal resources. I.e., Ticketing system and Internal Systems where necessary.
• Assist with support metrics and trends to identify areas for improvement and provide insights to the management team.
• Assist in training and onboarding new customer support team members.
• Assist with implementing initiatives to enhance customer support efficiency and effectiveness.
• Ongoing commitment to continuous learning.
  
  

Qualifications

• 2- or 4-year college degree in Computer Science, Management Information Systems, Engineering, or Business discipline preferred – or equivalent job experience. 
• 1 year customer service in technical contact center environment or equivalent training.
• Advanced troubleshooting skills.
• Advanced problem-solving skills.
• Experience in handling escalated customer support calls
• Recognized as being Customer Service / Team Player oriented. 
• Proven customer service skills with excellent written and verbal communication skills. 
• Any experience or enthusiasm with financial crime checks is a plus.
• Outstanding presentation and training skills.
• Ability to work independently and multi-task, handling calls and emails.
  
  

U.S. National Base Pay Range: $44,500 - $74,100. Geographic differentials may apply in some locations to better reflect local market rates.

We know your well-being and happiness are key to a long and successful career. We are delighted to offer country specific benefits. Click here to access benefits specific to your location.