Technical Support Analyst

Job Summary

A company is looking for a Technical Support Analyst, Tier 2 (US Remote).

Key Responsibilities

• Provide courteous and efficient technical support to customers via phone and email
• Communicate with fulfillment departments regarding various issues and requests to enhance resolution processes
• Manage case workflows and ensure timely resolution to meet contractual SLAs and client expectations

Required Qualifications, Training, and Education

• Experience in application or production support, preferably focused on application support
• Proficiency in technologies such as MS SQL Server, AWS, and integration technologies (APIs)
• Strong analytical skills with the ability to troubleshoot complex technical issues
• Familiarity with ITIL-based support processes or service management tools
• Solid understanding of database technologies and basic HTML debugging