Technical Support Analyst

Technical Support Analyst

The Technical Support Analyst role is a great opportunity to continue or start your journey in Risk Solutions! This role works with customers from all around the world, supporting them in their goal to ensure they maintain safe and compliant business practices.

Responsibilities:

• Identifies, investigates, and resolves users problems with computer software and hardware.
• Fields support calls, chat, email, and/or other communication from users with inquiries regarding software, connectivity, data results, and similar concerns.
• Consults with users to determine steps and procedures taken to identify and resolve the problem.
• Applies knowledge of computer software and procedures to solve problems.
• Guides users through diagnostic and troubleshooting processes.
• Collaborates with other staff to research and resolve problems.
• Collaborates with escalation teams to explain errors and/or recommend enhancements to products.

Requirements:

• Excellent verbal and written communication skills.
• Excellent interpersonal and customer service skills.
• Professional and pleasant telephone manner.
• Ability to explain technical issues to technical and nontechnical employees and customers.
• Proven analytical and problem-solving skills.
• Proficient with or the ability to quickly learn an array of computer software.
• 2+ years experience in customer technical support.

Working for you:

We know that your wellbeing and happiness are key to a long and successful career. These are some of the benefits we are delighted to offer:

• Health Benefits: Comprehensive, multi-carrier program for medical, dental and vision benefits
• Retirement Benefits: 401(k) with match and an Employee Share Purchase Plan
• Wellbeing: Wellness platform with incentives, Headspace app subscription, Employee Assistance and Time-off Programs
• Short-and-Long Term Disability, Life and Accidental Death Insurance, Critical Illness, and Hospital Indemnity
• Family Benefits, including bonding and family care leaves, adoption and surrogacy benefits
• Health Savings, Health Care, Dependent Care and Commuter Spending Accounts
• In addition to annual Paid Time Off, we offer up to two days of paid leave each to participate in Employee Resource Groups and to volunteer with your charity of choice

The salary range provided in this posting is the base salary range for New York and New Jersey: $46,000-50,000 USD. The salary range provided in this posting is the base salary range for CA and Washington, DC: $46,000-50,000 USD. The salary range provided in this posting is the base salary range for Maryland and Washington: $46,000-50,000 USD. The salary range provided in this posting is the base salary range for Colorado $46,000-50,000 USD.

We are committed to providing a fair and accessible hiring process. If you have a disability or other need that requires accommodation or adjustment, please let us know by completing our Applicant Request Support Form or please contact 1-855-833-5120.

We are an equal opportunity employer: qualified applicants are considered for and treated during employment without regard to race, color, creed, religion, sex, national origin, citizenship status, disability status, protected veteran status, age, marital status, sexual orientation, gender identity, genetic information, or any other characteristic protected by law.