Robert Half is in search for a Technical Support Analyst for a Software Company in the Los Angeles 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 supportGather information to troubleshoot the issue from symptoms providedDemonstrate knowledgeable customer service support while maintaining a positive company image during interactions with customersEnsure customer satisfaction through the entire support processAccurately document and track both open and resolved issuesFollow up with the customer until the issue is resolvedProcess 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 mannerMeticulous when reviewing data accuracy in orders and invoicesAdministrative tasks as neededOther tasks as required Specifics of Technical Support: Assist customers with desktop installations and silent installsAssist customers with subscription license setup, errors, and borrowingAssist customers with license conversions to SubscriptionWrite technical notes for installations and licensingTest product installs on all operating systemsAssist with the test matrix and create a virtual testing system to test installs on all operating systemsWrite technical enhancement requests for installation improvements based on customer requirements