Technical Support Professional

3 weeks ago


Phoenix, Arizona, United States Magnet Forensics Full time
About Us

Magnet Forensics is a leading provider of digital investigative software. Our solutions empower investigators to acquire, analyze, and share evidence from computers, smartphones, tablets, and IoT devices.

We serve over 4,000 customers globally, with solutions playing a crucial role in modernizing digital investigations. Our employees are based around the world, with offices in key locations.

As a part of Magnet Forensics, you will have the opportunity to make a meaningful difference in the world. You'll be supported through learning and development, as well as an incredible team with exceptional talent and integrity.

This position reports to the Manager, Technical Support. We're seeking a candidate who resides in the Pacific Standard Time Zone in North America (West Coast) in Canada or the United States.

Job Overview

The Technical Support Analyst provides frontline technical support to customers using our mobile access and extraction suite of Magnet products. Through various channels, this position works directly with Magnet's private and public sector customers to deliver world-class technical support.

This position requires a strong understanding of our products, as well as excellent communication and problem-solving skills. If you're passionate about providing exceptional customer service and have a background in technical support, we encourage you to apply.

The salary for this position is estimated at $99,200 annually, although compensation may vary depending on location, qualifications, experience, knowledge, and skills.


Responsibilities
  1. Support Customers: Deliver timely and effective technical support to customers via multiple channels.
  2. Analyze Issues: Identify and troubleshoot complex technical issues related to our products.
  3. Escalate Cases: Escalate critical cases to senior support engineers when necessary.
  4. Document Resolution: Document resolution steps and outcomes to maintain accurate case records.
  5. Contribute to Knowledge Base: Create high-quality content to enable self-serve case resolution.

Requirements
  • Education: Post-secondary education in Computer Science or Engineering, or equivalent experience.
  • Experience: Proven track record in customer-facing technical support roles.
  • Communication Skills: Excellent written and verbal communication skills.
  • Problem-solving Skills: High degree of resourcefulness, flexibility, and adaptability.
  • Teamwork: Highly collaborative within and across teams.
  • Critical Thinking: Strong organizational and critical thinking skills, with an ability to prioritize.
  • Tech Proficiency: Experience with Salesforce Service Cloud, Communities, and Knowledge is an asset.


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