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Technical Support Analyst
hace 2 semanas
The Position
**Responsibilities**:
- Recognizes problems, conducts research, provides resolutions, and follows up with customers as needed, escalating more complex cases to the appropriate team
- Logs and tracks calls using a problem management database and maintains history records and related problem documentation
- Prepares standard statistical reports, such as help desk incident reports
- Consult with programmers to explain software errors or to recommend changes to programs
- May test software and hardware to evaluate the ease of use and whether the product will aid the user in performing work
- Ability to work on certain holidays when requested
- Flexibility to work at variably changing shift times
- All other duties as assigned, including special projects and other technical support tasks
**Requirements**:
- 1-2 years prior experience in a technical support role
- Proficient in Microsoft Office suite
- Salesforce experience preferred
- Prior CRM experience preferred
- Strong attention to detail and time management
- Strong oral and written communication skills
- Strong customer service and conflict resolution skills
- Ability to handle a heavy workload and multiple projects with frequent interruptions and schedule changes
- Associate’s degree or equivalent work experience
