Robert Half is in search for a Technical Support Analyst for a Software Company in the Orange County area. As a Technical Support Analyst you will serve as the initial point of contact for all our customers seeking new products or support for their existing products. The Technical Support Analyst will be responsible for providing technical support to customers, ensuring that the rest of the staff has adequate support to work efficiently, and various administrative tasks. Our ideal candidate has a deep knowledge of customer service best practices, IT technical support experience, strong organizational skills, and the ability to work in a fast-paced environment with distractions, along with being self-motivated, professional, reliable, and trustworthy. Technical Support Analyst Responsibilities: Work closely with customers via telephone, e-mail, and conferencing for technical support Gather information to troubleshoot the issue from symptoms provided Demonstrate knowledgeable customer service support while maintaining a positive company image during interactions with customers Ensure customer satisfaction through the entire support process Accurately document and track both open and resolved issues Follow up with the customer until the issue is resolved Process all aspects of orders that come in correctly and efficiently (including licensing, payments, etc.) Communicate with customers regarding their payments and invoices in a professional and efficient manner Meticulous when reviewing data accuracy in orders and invoices Administrative tasks as needed Other tasks as required Specifics of Technical Support: Assist customers with desktop installations and silent installs Assist customers with subscription license setup, errors, and borrowing Assist customers with license conversions to Subscription Write technical notes for installations and licensing Test product installs on all operating systems Assist with the test matrix and create a virtual testing system to test installs on all operating systems Write technical enhancement requests for installation improvements based on customer requirements