Tech Support Analyst

Position Summary:

Our partner, a pioneering global information and insights company that establishes trust in global commerce while leading the industry in the realm of data, is looking to add a Senior Analyst/Tech support to their team. In this role, you will be the primary point of contact with customers, ensuring timely resolution of their concerns and assisting in network/system technical issues. Therefore, we’re looking for a proactive professional with strong customer service, analytical, and problem-solving skills. In this role, you will work effectively in a collaborative team environment.

Experience and Education:

• Bachelor or higher degree in Computer Science, Information Systems, Information Technology, or a related technical field/experience.
• 6+ years of experience in customer support roles or related fields.
• Experience working in a network/systems environment.
• Experience with escalating/triaging issues as needed.
• Strong mentoring and coaching skills, promoting collaboration and knowledge sharing within teams.
• Strong written and verbal communication skills.

Skills and Strengths:

• Experience writing SQL queries
• Customer service
• Customer support
• Network and connectivity support
• Infrastructure support
• Internet protocols (IP)
• Incident management
• Troubleshooting
• Data entry
• Data analysis
• Documentation
• Reporting
• Ticketing systems
• Splunk (as a plus)
• Salesforce (as a plus)

Primary Job Responsibilities:

• Provide technical assistance and exceptional customer service in resolving complex network and infrastructure issues.
• Lead all efforts in triaging connectivity and digital certificates with customers.
• Obtain an understanding of assigned support items, identify the root cause and impact of issues, and determine the best course of action to fully address customer-reported issues and requests.
• Manage incoming support requests, escalating to appropriate departments when necessary.
• Anticipate customer needs, provide feedback for improvement, and take proactive measures to prevent customer-impacting occurrences.
• Effectively communicate with customers, sales, and internal teams, explaining complex issues and collaborating on solutions.
• Document all support activities, including troubleshooting steps and resolutions, in detail.
• Maintain accurate records of incidents and service requests, adhering to incident management procedures.
• Mentor and train team members, promoting collaboration and knowledge sharing within and across teams.
• Continuously develop expertise in relational databases (SQL, Splunk, Excel), leveraging these tools to enhance technical support capabilities.