Interoperability, Measurable L1 Analyst

📋 Description

• Act as the primary contact for customers through phone, email, and a self-service ticketing platform, providing responsive and professional assistance during each interaction.

• Conduct initial triage and troubleshooting for application, server, and connectivity issues.

• Collect, analyze, and document customer concerns to identify suitable resolution strategies.

• Support customers with application navigation, configuration inquiries, and basic usage assistance, while ensuring the proper setup of hardware, software, and network for supported applications.

• Handle and resolve common access challenges such as usernames, passwords, and permissions in line with security and compliance standards.

• Monitor client environments in real-time within a 24/7 hosted setting, proactively identifying and addressing alerts before they affect customers.

• Elevate complex or unresolved matters to Level 2/3 support teams, engineers, or database teams as necessary, ensuring smooth transitions and ongoing customer communication.

• Take part in an on-call rotation for after-hours escalations.

• Keep accurate and timely ticket documentation, including steps to reproduce issues, customer impact, and resolution information.

• Follow up with customers to verify issue resolution and ensure satisfaction, effectively closing the loop on all tickets.

⛳️ Requirements

• Excellent customer service and communication capabilities, both written and verbal.

• Proficient in asking targeted, relevant questions to swiftly comprehend and diagnose issues.

• Fundamental understanding of network troubleshooting, encompassing IP addresses, connectivity problems, and command-line tools.

• Capability to troubleshoot within defined support parameters and redirect when necessary.

• Familiarity with ticketing systems and structured documentation practices.

• Comfortable operating in a dynamic, 24/7 support environment.

• Basic knowledge of servers, hosted applications, and third-party integrations.

• Team-oriented mindset with the ability to collaborate effectively across departments.

• Strong time management and organizational abilities.

🏝️ Benefits

• Flexible PTO

• Professional development stipend

• Meaningful opportunities for career growth and development