Technical Support Analyst

3 weeks ago

Needham Heights, United States Biofourmis Full time

We are seeking a Technical Support Analyst with solid experience in client-focused solutions and customer support to join our team. As the primary contact for our end-users, the Technical Support Analyst will provide outstanding service by answering inquiries, assisting with user compliance, onboarding and offboarding users, and troubleshooting technical issues. This person will support our evening and weekend shift from Wednesday to Sunday.

In addition to supporting our users, the Technical Support Analyst will serve as a subject matter expert and liaison with internal teams to optimize service delivery, internal processes, and product improvements. This role is within the Shared Services organization and reports to the Manager of Customer Support.

Success in this role is demonstrated by providing an excellent level of service to our customers, exhibiting product expertise, adhering to contractual service level agreements, and successfully meeting or exceeding team and individual performance metrics."

Responsibilities

Provide exceptional service to users.

Handle user inquiries via multiple channels (emails, phone calls, Slack, and MS Teams) in a timely, polite, and professional manner.

Assist users with onboarding onto the Biofourmis platform and guide them through hardware setup.

Assist users with offboarding and equipment retrieval.

Assist with hardware compliance.

Follow unique customer scripts accurately.

Recognize, document, and resolve trending issues.

Contribute to a growing knowledge base.

Meet or exceed individual/team performance metrics and client contractual SLAs (Service Level Agreements).

Triage and resolve complex technical issues.

Manage escalated cases and resolve them with the Engineering team.

Manage customer communications.

Requirements

Minimum of three years of experience working in a high call volume call center.

Experience with ticketing systems like Salesforce.

General understanding of mobile operating systems such as iOS and Android.

Excellent verbal and written communication skills.

Good attention to detail and commitment to quality.

Ability to multitask and pivot in this fast-moving startup.

Ability to work well with people and within cross-functional teams.

Ability to work with a wide range of age demographics and identify end-user needs/challenges through active listening and resolution.

Ability to work flexible hours as needed.

Must be able to support evenings and weekends Wed-Sun with a schedule of 2:30 PM – 11 PM ET.

Base compensation for this role is between $26 - $30/hr depending upon experience.

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