This is a fully remote position, open to applicants in Kentucky.

• Perform intricate tasks associated with incident tickets, service requests, troubleshooting procedures, and issue resolution.

• Create and maintain documentation for device configuration, software installation, access provisioning, and user support.

• Collaborate with stakeholders on root-cause analysis notes, known-error documentation, and support knowledge resources.

• Generate insights, recommendations, or action plans based on service-level metrics, ticket backlogs, and recurring issue patterns.

• Liaise with vendors, engineers, or infrastructure teams for escalated matters and related processes.

• Design and implement post-sale technical support and customer issue resolution deliverables for specific initiatives.

• A minimum of 2 years of experience in post-sale technical support and customer issue resolution or a closely related area.

• Proven experience in managing deliverables, priorities, and stakeholder expectations within a structured business setting.

• Strong communication skills, quick learning ability, and capacity to deliver precise work while juggling multiple priorities.

• Bachelor’s degree in Information Systems, Engineering, Business, or a related discipline.

• Experience in technical support.

• Proficient in troubleshooting.

• Knowledge of incident management.

• Familiarity with root cause analysis.

• Understanding of data analysis.

• Work from home

• Equal opportunity employment

• Reasonable accommodations/adjustments during the hiring process

Technical Customer Support Analyst II

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