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Customer Success Technical Support Specialist
2 months ago
Technical Support Analyst
We are looking for a motivated Technical Support Analyst eager to start their career at a rapidly expanding logistics technology company. This role will leverage your technical expertise to investigate, diagnose, troubleshoot, and resolve client issues efficiently and effectively. You will engage with various systems, software, and hardware while adhering to established protocols for escalating unresolved matters to the relevant internal teams. This position is ideal for a Junior Developer seeking to learn, contribute, and advance towards a career in IT, Product Management, or Development.
Role Expectations
- Gain experience with diverse systems, software, and hardware.
- Engage in IT project initiatives.
- Access a career trajectory towards IT, product management, and development roles.
- Collaborate with multiple teams across the organization.
- Receive mentorship from industry experts and professionals while gaining hands-on experience.
- Enjoy a dynamic and engaging startup environment.
- Take responsibility for stakeholder inquiries and ensure timely resolution of issues.
- Utilize your technical background and tools to investigate, diagnose, troubleshoot, and develop solutions for client issues.
- Adhere to standard procedures for escalating unresolved issues to the appropriate internal teams.
- Handle support requests via calls, chat, email, and other communication channels, providing friendly, prompt, and accurate responses to both internal and external stakeholders.
- Prepare precise and timely reports.
- Create and document knowledge in the form of technical notes, articles, and standard operating procedures.
- Perform other related tasks as assigned.
Qualifications
- Bachelor's degree, Bootcamp certification, or equivalent experience in Information Technology or Computer Science preferred.
- Demonstrated experience in enterprise technical support, IT support, or as a technical analyst or engineer.
- Proficiency in JavaScript or other object-oriented programming languages is required.
- Experience with REST APIs is essential.
- Familiarity with SQL querying is preferred.
- Knowledge of agile methodologies is advantageous.
- Strong analytical and problem-solving abilities.
- Excellent client-facing and communication skills, both written and verbal.
