Technical Support Analyst

Job Summary

Delivering exceptional customer service, the full-time remote Technical Support Analyst will manage complex troubleshooting scenarios, connect with clients through real-time channels, and champion a knowledge-first culture while utilizing modern AI tools to enhance support efficiency.

Key responsibilities

• Prioritize and manage inbound customer requests across chat, phone, and internal escalations
• Analyze and resolve semi-complex to complex technical problems with minimal oversight
• Participate in Knowledge-Centered Service (KCS) methodologies by creating and updating knowledge articles during the troubleshooting process

Required qualifications

• 12+ months of experience in a high-touch Client Care or Technical Support role, preferably with enterprise clients
• Solid understanding of enterprise case management workflows and ticketing infrastructure (experience with Salesforce, JIRA, or Google Workspace is a plus)
• Foundational knowledge of frontend web technologies (HTML, CSS, and JavaScript) for diagnosing platform integrations
• Passion for using automation and modern AI-driven tools to enhance productivity
• A self-motivated team player who thrives in a fast-paced environment