Technical Support Analyst

Miami, United States

As a Support Analyst, you’ll play a key role within our technical support services team. Reporting to our Technical Support Manager, you’ll respond to client questions and technical issues and work with our internal technical team to resolve the issue. In this role, successful candidates will leverage their technical knowledge in order to reduce our response time on tickets and increase our overall client satisfaction.


RESPONSIBILITIES

  • Provide level 1 triage support via email and phone on all incoming tickets

  • Basic understanding of networking and programming to gather pertinent details from the client

  • Leveraging reporting tools to query data

  • Work to completion all Tier 1 tickets

  • Assist with new client provisioning

  • Error log research

  • User profile management (create new users, reset passwords, etc.)

  • Working with clients to troubleshoot issues

  • Properly escalate unresolved issues to appropriate internal teams

  • Provide prompt and accurate feedback to clients

  • Prioritize and manage several open issues at one time

  • Document technical knowledge in the form of notes and manuals

You MUST HAVE

  • Entry level understanding of pc troubleshooting

  • Entry level understanding of programming and/or scripting

  • Entry level understanding of networking

  • Experience using reporting tools to query data

  • Technical degree preferred or equivalent combination of education and experience

  • 1 year of professional experience in a technical role supporting applications or software

  • Previous experience in a help desk or technical support environment (preferred but not required)

  • Communication Proficiency – utilizes effective interpersonal communication skills in the day to day operations of the department

  • Initiative - Demonstrates resourcefulness, takes ownership, and be accountable for your work

  • Organizational Skills - Demonstrates strong ability to effectively prioritize and multi-task on a daily basis

  • Technical Support in a SaaS environment (preferred but not required).

    Business Acumen - Demonstrates a high degree of professionalism in all tasks

Hours

 Hours: Full Time Position: 9am to 5pm, 40 Hours a week, paid lunch break

Overtime available dependent on skillset for after-hours/weekend work

About Us:

  • We are an enterprise communications vendor specializing in advanced call center technology solutions.

  • Immediate opening, join the team! Get your foot in the door of a ground floor opportunity and when we say ground floor, you would be one of the first of new hires in a brand new office. If excitement, teamwork and growing your skills is what you crave in a startup style environment at a proven 10+ year old company, we are your people!