Technical Support Analyst
Job Summary
Delivering exceptional customer service remotely, the full-time Technical Support Analyst will manage complex troubleshooting scenarios, prioritize customer requests across various channels, and champion a knowledge-first culture while utilizing modern AI tools to enhance efficiency.
Key responsibilities
- Manage inbound customer requests through chat, phone, and support community portal, ensuring timely resolutions
- Analyze and resolve semi-complex to complex technical issues, executing root-cause solutions 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 an asset)
- 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 and advocates for the client
Complete Job Description
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