Technical Support Analyst

Responsibilities:

• Addressing customer issues by taking inbound chats, working live with customers through our chat functionality, ticketing systems, video/screen sharing, and other means of communication.
• Troubleshooting issues by asking clarifying questions and gathering information that lead to the root cause of the issue.
• Taking appropriate action that leads to quickly resolving issues and advocating for the customer when escalations are required. 
• Following up with customers in a timely manner.
• Researching a technical issue using your troubleshooting skills and/or escalating to another technical team member.
• Having meaningful conversations with customers to manage their expectations on response and resolution times.

Requirements:

• Having the ability to learn and communicate software-related and technical concepts to customers.
• You love talking to people and being as helpful as possible.
• Having previous technical support experience working within SaaS or fast paced support organizations.
• Who fits our team well?
• You have a “call the customer” mentality when resolving technical customer issues.
• You enjoy the hustle and bustle of a fast-paced environment.
• You are an “owner of your work” and continuously try to improve every day.
• You are confident and love sharing successes with your team.
• Experience with LMS is plus. 

Essential Job Functions:

• Ability to conduct chat or email conversations within a highly technical environment up to 8 hours per day
• Ability to read and comprehend complex technical material.
• Ability to remain seated or relatively sedentary for long periods of time.
• Reference various resource materials while simultaneously interacting with customers on the phone.
• Consistent attendance and punctuality in line with the expectations of a contact center environment.
• Comfortable closely following a set break & lunch schedule determined by the business based on customer need
• Possess positive, professional interpersonal skills.
• Ability to perform a broad variety of duties and responsibilities with accuracy and speed and successfully meet time-sensitive deadlines.
• Ability to consistently achieve the established performance metrics for the role.
• Candidates should be able to work a set shift that falls anytime between 7am - 11pm EST. Schedules are subject to change based on business need; We strive to provide ample notice prior to changing schedules, however you must remain flexible.
• Periodic Weekend On Call Coverage including but not limited to monitoring for urgent client tickets and actioning in alignment with response time and escalation standards