Technical Support Analyst
The Specialist Tech Support Associate is responsible for providing error free technical support resolutions as well as accurate, timely referral information to our customers on our Contractor / Distributor support line. They are expected to gather information and utilize web and product spec materials to guide customers through our client's product. This position is critical to the growth of business for our client and the individual filling this role must go above and beyond to help differentiate our client from its competition. Tasks and Responsibilities: * Customer Support - be able to promptly answer support related email, phone calls, and other electronic communications * Utilize knowledge and experience of customer service practices * Problem Solving - diagnose and resolve technical hardware and software issues * Applications Knowledge - stay current with system information, changes, and updates * Experience in the use of personal computer hardware and software in a corporate network environment * MS Office Suite experience is a plus * Change Agent - look for ways to improve support processes; drive initiation and follow-through to implementation Provide support to end users on a variety of issues. Identify, research, and resolve technical problems. Respond to telephone calls, email, and personnel requests for technical support. Document, track, and monitor the problem to ensure a timely resolution. Rely on instructions and pre-established guidelines to perform the functions of the job. Work under immediate supervision. Primary job functions do not typically require exercising independent judgment. Typically, this Analyst reports to a Supervisor or Manager. This position may require an Associate's Degree in a related area with 2-4 years of experience in the field or related area. This Analyst must have knowledge of commonly-used concepts, practices, and procedures within a particular field.
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