Technical Solutions Specialist
7 days ago
At Ranger Technical Resources, we are seeking a highly skilled and motivated Senior Analyst/Tech Support professional to join our team. In this role, you will be responsible for providing exceptional technical assistance and customer service in resolving complex network and infrastructure issues.
We offer a competitive salary of approximately $85,000 per year, reflecting the importance of this position within our organization.
Job Description
- Provide technical support and guidance to customers, ensuring timely resolution of their concerns and assisting in network/system technical issues.
- Lead all efforts in triaging connectivity and digital certificates with customers.
- Obtain an understanding of assigned support items, identify the root cause and impact of issues, and determine the best course of action to fully address customer-reported issues and requests.
- Manage incoming support requests, escalating to appropriate departments when necessary.
- Anticipate customer needs, provide feedback for improvement, and take proactive measures to prevent customer-impacting occurrences.
- Effectively communicate with customers, sales, and internal teams, explaining complex issues and collaborating on solutions.
- Document all support activities, including troubleshooting steps and resolutions, in detail.
- Maintain accurate records of incidents and service requests, adhering to incident management procedures.
- Mentor and train team members, promoting collaboration and knowledge sharing within and across teams.
- Continuously develop expertise in relational databases (SQL, Splunk, Excel), leveraging these tools to enhance technical support capabilities.
Required Skills and Qualifications
- Bachelor's degree in Computer Science, Information Systems, Information Technology, or a related field/experience.
- 6+ years of experience in customer support roles or related fields.
- Experience working in a network/systems environment.
- Experience with escalating/triaging issues as needed.
- Strong mentoring and coaching skills, promoting collaboration and knowledge sharing within teams.
- Strong written and verbal communication skills.
- Experience writing SQL queries.
- Customer service
- Customer support
- Network and connectivity support
- Infrastructure support
- Internet protocols (IP)
- Incident management
- Troubleshooting
- Data entry
- Data analysis
- Documentation
- Reporting
- Ticketing systems
- Splunk (as a plus)
- Salesforce (as a plus)
Benefits
- A dynamic and supportive work environment.
- Ongoing training and development opportunities.
- A competitive salary and benefits package.
Others
- This role is ideal for a motivated and experienced professional looking to advance their career in technical support.
- If you have a passion for delivering exceptional customer service and technical support, we encourage you to apply.
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