Support Analyst

Empowering Businesses. Enabling Success.

At Visual Edge IT, we help organizations nationwide harness the power of technology to work smarter, stay secure, and grow stronger. From managed IT services and cybersecurity to print solutions and document workflow, we deliver innovative, customized strategies that give our clients the edge in an ever-changing business landscape. Our nationwide network combines the personalized service of local teams with the strength and resources of a national leader—ensuring that every client gets both technology that works and people who care.

With more than two decades of experience and a team of over 1,000 technology professionals, we pride ourselves on building partnerships that go beyond service contracts. When you join Visual Edge IT, you become part of a collaborative, solutions-driven culture where your expertise helps shape the future for businesses across the country. Together, we don’t just solve technology challenges—we create opportunities for success.

Job Summary

The CEC Support Analyst – Operations & Data Processing is a high-impact, systems-driven role responsible for transforming automated device alerts into real-time service and supply actions that keep our customers running without interruption.

This is not a traditional customer service role—this position sits at the intersection of data, systems, and operations. You will work within monitoring platforms to analyze device alerts, validate data, and trigger the appropriate operational response, ensuring proactive service delivery across a large and dynamic customer base.

This role is ideal for someone who thrives in a high-volume, data-driven environment, enjoys problem-solving, and takes pride in accuracy, efficiency, and ownership.

Primary Responsibilities

• Monitor and process system-generated alerts from device monitoring platforms to ensure proactive service and supply management.
• Analyze alert data related to device performance, supply levels, and errors to determine appropriate next steps.
• Convert alerts into actionable transactions, including service dispatches and supply order placement.
• Maintain high-speed, high-accuracy processing of a large volume of system-generated requests.
• Validate device data, service history, and account details to ensure accuracy of all operational actions.
• Identify patterns, recurring issues, or anomalies in alert data and escalate when necessary.
• Collaborate with service operations, warehouse, and supply chain teams to ensure successful fulfillment of all requests.
• Support operational reporting and data analysis efforts by extracting and interpreting system data.
• Assist leadership with identifying trends that impact service performance and operational efficiency.
• Provide surge support to the Customer Experience Center during peak periods, including ticket processing, supply coordination, and inbound call assistance.
• Maintain accurate and detailed documentation across CRM, monitoring systems, and helpdesk platforms.
• Ensure all actions meet service level expectations and support a seamless customer experience.
• Perform other duties as assigned.
  
  

Qualifications

Knowledge, Skills, and Qualifications:

• High school diploma or equivalent required; associate’s or bachelor’s degree preferred.
• 4–6 years of experience in customer service, service operations, dispatch coordination, or technical support environments.
• Experience in high-volume operational or processing roles strongly preferred.
• Strong analytical mindset with the ability to interpret system-generated data and make sound operational decisions.
• Proven ability to process high volumes of work while maintaining exceptional accuracy and attention to detail.
• Experience working within CRM systems, service platforms, or helpdesk tools.
• Familiarity with device monitoring systems, service dispatch workflows, or supply chain operations is highly preferred.
• Proficiency in Microsoft Office Suite, particularly Excel, for data review and analysis.
• Ability to work independently in a fast-paced, systems-driven environment with minimal supervision.
• Strong organizational and time management skills with the ability to prioritize competing tasks.
• Excellent written and verbal communication skills.
• Ability to shift seamlessly between data processing and customer support responsibilities when needed.
• A proactive, problem-solving mindset with a strong sense of ownership and accountability.
  
  

At Visual Edge IT, We Are Proud To Provide

Work-Life Balance

Visual Edge IT promotes a healthy work-life balance for employees by offering competitive pay, PTO, and nine paid holidays per year. We are always reviewing and finding new ways to support our employees’ unique needs.

Career Path

We encourage growth from within Visual Edge IT. We seek outside candidates who are driven that we can nurture along a career path and we hire/promote internally. We also have opportunities to develop talent through training programs.

Insurance Benefits

We offer multiple plans to choose from to fit your individual needs. We offer medical, HSA, dental, vision, short-term disability, long-term disability, voluntary life insurance, employee assistance program, and wellness programs. We provide all of our employees a $50k life insurance policy at no cost to our team members.

401(k)

Visual Edge gives employees access to a 401k program and offers an employer match benefit. Visual Edge IT will match 100% of an employee’s contribution up to the first 3% and will provide an additional 50% match on the next 2% of the employee contribution.

An Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.