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Customer Success Technical Support Specialist
2 months ago
Technical Support Analyst
We are looking for a motivated Technical Support Analyst who is eager to start their career in a rapidly expanding logistics technology company. This role will leverage your technical expertise to investigate, diagnose, troubleshoot, and resolve customer inquiries 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 aiming to grow, contribute, and transition into an IT, Product, or Development career path.
Role Expectations
- Hands-on experience with diverse systems, software, and hardware.
- Chance to participate in IT projects.
- Career advancement opportunities in IT, product management, and development.
- Collaborative work with multiple teams.
- Mentorship from industry experts while gaining practical experience.
- A dynamic and engaging startup environment.
- Take charge of stakeholder concerns and ensure timely resolution of issues.
- Utilize your technical background and tools to investigate, diagnose, troubleshoot, and develop solutions for customer challenges.
- Adhere to standard procedures for the proper escalation of unresolved issues to the appropriate internal departments.
- Handle support inquiries via calls, chat, email, and other communication channels, providing friendly, prompt, and accurate responses to both internal and external stakeholders.
- Generate accurate 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 required.
- Experience with REST APIs is essential.
- Familiarity with SQL querying is preferred.
- Understanding of agile methodologies is advantageous.
- Strong analytical and problem-solving abilities.
- Exceptional client-facing skills.
- Outstanding written and verbal communication capabilities.
