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Technical Analyst

2 months ago

Atlanta, United States Ranger Technical Resources Full time

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. 2+ 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.

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