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Technical Support Customer Analyst
4 weeks ago
We are seeking a dedicated Technical Support Customer Analyst to join our team. This role involves providing exceptional technical support to customers, resolving issues, and ensuring a positive customer experience.
Key Responsibilities:- Manage/triage a ticket queue of quality issues identified in a data center environment.
- Perform first level investigation and triage of tickets submitted to a quality issue queue to ensure proper information is submitted, categorize the issue for trend analysis, and handoff to the correct partner team for resolution.
- Complete first level root cause analysis of data center issues and provide recommendations or proposed resolutions based on the investigation.
- Review fleet data to identify issues associated with deployment/production and then create bugs to hand off to the correct partner teams for resolution.
- Gather and analyze manufacturing/field data within the data center environment to extract actionable insights and continuous improvement opportunities.
- Monitor, review and present product performance data and metrics to stakeholders in a concise and clear way that enables data-driven decision making.
- Review, edit, improve, and create technical documentation (deployment guides, population documents, repairs guides) based on data, investigations, technician feedback, and quality fundamentals.
- 5+ years of experience working in computing hardware quality, product engineering, test engineering, or electronic hardware systems issue resolution.
- Experience in data analysis and visualization using SQL, JMP, or Python+.
- People skills to work with and influence others.
- Background in troubleshooting / repair of server / storage and networking products.
- Experience working in a hardware development (R&D) lab environment.
- Experience working in a data center environment.
US Tech Solutions is a global staff augmentation firm providing a wide range of talent on-demand and total workforce solutions. We are committed to providing exceptional service and support to our clients and candidates.
US Tech Solutions is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
