Technical Support Executive

Job Description

Position Summary:

Reporting to the Technical Support Team Lead, the Technical Support Analyst serves as the point of contact for business customers accessing technical support with hardware and software questions. They must possess a high degree of inherent problem solving and troubleshooting skills. The support environment is cyclical, and the ability to perform in both a fast paced, highvolume setting, and the discipline/initiative to focus on side projects during slow steady times are both essential to success. A primary focus of this job is on producing high quality, detailed work with precise, consistent work output requiring patience and a willingness to handle a high degree of complexity. Training will be provided on all software & business applications.

Position Responsibilities

• Answer technical support phone calls on software/hardware.
• Respond in writing via email to cases entered into an online self-service portal.
• Gather and document all information pertaining to a customer issue into a case ticket, respond to new cases within established timeframes, manage caseload and provide updates to customers with open cases, effectively troubleshoot assigned cases and identify those that need escalation to Senior Analysts.
• Accurate gathering of data, should a call not be resolved during the initial phone call, it is imperative that the case have the entire details of the issue and suggested recommendations for resolution. If a caller requires additional support of the issue, all pertinent information should be captured for the next analyst.
• Escalates design, reliability, and maintenance problems to the Technical Support Team Lead / Product Manager.
• Being proactive and taking the initiative are keys to success. Utilization of slow business periods to train on software functions identified by the Technical Support Team Lead is essential.
• Follows internal escalation path, involving other departments when needed, documenting each call for ease of escalation.
• Periodic Installation and Training of software/hardware for clients via remote connection.