Technical Support Analyst

4 weeks ago


Cincinnati, United States Power Staffing Solutions Full time

Technical Support Analyst plays a pivotal role in the Customer Success & Support department. As a key member of the Support Team, this individual will investigate and resolve client-reported issues while fostering strong relationships to enhance the company’s reputation. This role reports directly to the Technical Support Manager.

This is a hybrid position, requiring occasional in-office presence in Cincinnati, Ohio.


Responsibilities:

  • Provide post-sales technical support for the company’s software products.
  • Act as a subject matter expert for complex technical issues, ensuring first-call resolution through phone and email support channels.
  • Troubleshoot, analyze, reproduce, and resolve issues quickly, escalating when necessary.
  • Log all support cases and activities in the case management system for tracking and analysis.
  • Develop and maintain a strong working knowledge of the company’s software and internal processes.
  • Participate in an on-call support rotation as needed.
  • Identify opportunities to improve or automate repetitive tasks to enhance efficiency.
  • Utilize your understanding of client needs and requirements to help the organization better serve its customers.

Requirements:

  • Proven experience in a technical support role or similar position.
  • Strong knowledge of computer networking concepts, including LAN configurations and firewall management.
  • Familiarity with VPN technologies and troubleshooting connectivity issues.
  • Proficiency in software troubleshooting across various operating systems (Windows, Mac OS, Linux).
  • Experience with desktop support tasks including hardware repairs and installations.
  • Excellent communication skills with the ability to explain technical concepts to non-technical users.
  • Ability to work independently as well as part of a team in a fast-paced environment.
  • A proactive approach to problem-solving with strong analytical skills.



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