Our client is currently seeking a Technical Support Analyst to join their team. The ideal candidate will have a combination of a strong technical background and experience working with customers in a support role.
Responsibilities
Responsible for supporting customers and/or service partners
Resolve reported customer issues in the areas of system configuration, setup, product functionality, and enhancements. This includes troubleshooting, testing, referral to other service areas and follow-up
Manage escalations from both customers and partners to ensure customer success
Document all calls with regards to customer inquiries accurately using a call tracking system (Changepoint)
Create solutions from resolved issues for future use by customers and internal personnel
Provide focused communication with customers/partners that is professional and timely via telephone or e‑mail