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Technical Support Analyst, Customer Success
2 months ago
Technical Support Analyst
We are seeking an eager Technical Support Analyst that wants to get their foot in the door at a fast-growing logistics technology start up. This position will use their technical skillset to research, diagnose, troubleshoot, and resolve customer issues in an accurate and timely manner. You will be responsible for working with different systems, software, and hardware and follow standard procedures to escalate unresolved issues to appropriate internal departments. This is a perfect position for a Jr Developer wanting to learn, contribute and have a direct path to an IT, Product, or Development role.
What to expect from the role
- Work experience with different systems, software, and hardware.
- Opportunity to work on IT projects.
- Exposure and career path to IT, product, and development.
- Work in collaboration with multiple teams.
- Guided by experts and professionals in the field and learn on the job.
- A vibrant and fun start up culture.
Responsibilities
- Take ownership of stakeholder issues and see problems through to resolution in a timely manner.
- Use technical background and tools to research, diagnose, troubleshoot and build solutions to resolve customer issues.
- Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams.
- Field support calls, chat, email, and/or other communication from and provide friendly, prompt and accurate feedback to both internal and external stakeholders.
- Prepare accurate and timely reports.
- Create and document knowledge in the form of knowledge base tech notes, articles, and SOPs.
- Other related duties as assigned.
Requirements
- BS degree, Bootcamp certificate or equivalent experience in Information Technology, Computer Science preferred.
- Proven working experience in enterprise technical support, IT support or as a technical analyst or engineer.
- Familiarity with JavaScript or other Object-oriented Programming languages required.
- Experience interacting with REST APIs required.
- Experience with SQL querying preferred.
- Familiarity with agile methodologies preferred.
- Strong problem-solving skills.
- Excellent client-facing skills.
- Excellent written and verbal communication skills.
