Technical Support Analyst

Job Summary

A company is looking for a Technical Support Analyst to provide outstanding support to customers and ensure high customer satisfaction.

Key Responsibilities

• Maintain a strong understanding of current product features and provide exemplary customer service through various communication channels
• Research, diagnose, and resolve reported issues while documenting all relevant information and managing tickets in the ZenDesk system
• Serve as an escalation point for first-level support and ensure proper categorization and prioritization of issues within SLAs

Required Qualifications

• 2+ years of technical support experience
• 1+ years of experience in networking (WiFi, router configurations, firewalls)
• 1+ year of experience in a call center environment
• Ability to type a minimum of 50 WPM
• Advanced analytical skills and experience in a logical approach to diagnosing issues