Technical Support Analyst

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

📋 Description

• The Technical Support Analyst is tasked with answering incoming customer service calls to deliver remote support and problem resolution with utmost professionalism and courtesy.

• Responsible for initiating service requests in a ticketing system that enables the organization, tracking, and escalation of customer inquiries, which may range from general "how to" questions to more complex technical issues.

• The Technical Support Analyst may also engage in customer support projects and/or research initiatives as necessary.

⛳️ Requirements

• A minimum of an Associate’s degree in an engineering or technology-related field, or a Bachelor’s degree or equivalent, or 2 years of relevant experience is required.

• Basic knowledge of Windows OS (XP/7/10/11) is necessary.

• A working understanding of desktop and peripheral troubleshooting is required.

• Familiarity with a ticketing or service desk software application and SLA-driven resolution times is preferred.

• Strong problem-solving and analytical skills are essential.

• A positive attitude, drive, and tenacity are important traits.

• Excellent customer service abilities are required.

• Strong written and verbal communication skills are necessary.

• Capability to multitask with varying priorities while maintaining attention to detail is essential.

• All candidates must hold a valid driver’s license and be prepared to travel by air for work-related duties if located outside the area.

🏝️ Benefits

• Health benefits include Medical, Dental, Vision, Short-Term Disability, Company Paid Life Insurance & Long-Term Disability, access to a 24/7 on-campus Gym, and a Vitality Wellness Program that helps reduce your premium costs.

• Well-being offerings comprise Paid Time Off (PTO, Maternity, Paternity, Adoption Leave), nine (9) paid holidays, paid volunteer hours, an Employee Assistance Program, company-sponsored events, team-building activities, a 401(k) Retirement Plan with company match, financial investment services, and employee discounts on products and services.