Global Support Services Analyst

Job Summary

Providing 1st and 2nd level support to clients using proprietary and third-party software applications, the full-time Global Support Services Analyst will manage technical inquiries, diagnose issues, and maintain documentation while working remotely.

Key responsibilities

• Provide high-level technical expertise to clients and internal users via phone and email
• Record detailed incident information using the ticketing system and ensure timely resolution or escalation of issues
• Create and maintain product support documentation to enhance incident management and customer support

Required qualifications

• Minimum of 2 years of customer-facing technology support experience
• Graduation from a two-year technical college in computer science, information technology, or a related field, or equivalent experience
• Ability to document solutions and communicate effectively with clients and internal partners
• Knowledge of technology principles and terminology, including Windows and Internet systems
• Ability to work independently and collaboratively as part of a team