Technical Support Analyst

About the role

The primary responsibility of a Technical Support Analyst is to provide assistance to users of our clients experiencing issues with the software or system. This role ensures that customers can efficiently use the software while troubleshooting any problems they encounter.

Key responsibilities

• Respond to user inquiries via phone, email, or chat

• Provide advanced troubleshooting and root-cause analysis for software, hardware, and network issues

• Document incidents and resolutions in a ticketing system

• Contribute to system installations, upgrades, and maintenance

• Train end-users on software and IT best practices

• Observe ticket escalations and resolve issues within the given time frame

• Recommend design improvements or corrections to the team throughout the development process with the approval of the team leader

• Report to the team leader regarding tasks and encountered problems daily

• Work as part of the IT department team and establish close working relationships with end-users, developers, and project management

About you

• Strong communication and problem-solving skills