Technical Support Analyst

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

📋 Description

• Manage and prioritize incoming customer inquiries through chat, phone, support community portal, and internal escalations.

• Assess semi-complex to complex technical issues and implement root-cause solutions with minimal management oversight.

• Take ownership of resolutions for requests related to User Access Management, Connections, Reporting, and Syndication.

• Efficiently direct out-of-scope issues to specialized teams.

• Engage in KCS methodologies by capturing, creating, and updating knowledge articles for both internal and external use.

• Utilize AI productivity tools and automation to enhance resolution speed and simplify diagnostics.

• Collaborate with Team Leads and senior colleagues to outline technical workflows and clarify standard operating procedures.

• Manage daily queue and time effectively while consistently meeting or exceeding operational KPIs and CSAT metrics.

• Assist in onboarding new team members and share expertise with the group.

• Provide data-driven insights on workflow challenges and process deficiencies to leadership.

• Cultivate subject matter expertise and deliver product updates and feedback to the Product and Engineering teams.

⛳️ Requirements

• A minimum of 12 months experience in a high-touch Client Care or Technical Support role is strongly preferred.

• Demonstrated success in managing enterprise clients, large retailers, or global brands.

• Outstanding written and verbal communication abilities.

• Highly professional standard of English for both digital and live interactions.

• A strong enthusiasm for utilizing automation and modern AI-driven tools.

• Comprehensive understanding of enterprise case management workflows and ticketing systems.

• Familiarity with Salesforce, JIRA, or Google Workspace is advantageous.

• Basic knowledge of HTML, CSS, and JavaScript is a significant benefit.

• Self-motivated, resilient team player who excels in a fast-paced environment.

🏝️ Benefits

• Equal employment opportunity.

• Routine pre-employment background check conditional upon prior written consent.