Technical Customer Support Analyst

Technical Support Analyst I

As the Technical Support Analyst I, your purpose is to provide exceptional technical support and customer service to clients. You will be responsible for efficiently addressing customer inquiries, troubleshooting technical issues, and collaborating with internal teams to resolve complex problems. Your goal is to ensure customer satisfaction, retention, and loyalty by delivering timely and effective solutions.

Training will be held in the Alpharetta location and some will be virtual. Working Hours are: 11:30am – 8:00pm.

Responsibilities

• With the customer's best interest in mind, the TSA (Technical Support Analyst) shows outstanding problem solving and technical skills to effectively solve customer's question and/or technical challenge
• Accurately document all customer interaction, research, and resolution
• Acquiring product knowledge to competently demonstrate the products and services we sell
• Assist customers with installation of product user interface and site navigation
• Internal systems knowledge such as CRM, billing, admin tools, website, and production systems
• Provide login, search, usability, and technical support for multiple proprietary products and services
• Provide high quality customer support to internal and external customers via phone, email, and chat
• Train, support, research, resolve, and respond to inquiries and escalations received from internal and external customers
• Perform basic browser troubleshooting
• Escalate issues to the second level team when necessary

Requirements

• 1 year customer service in technical contact center environment or equivalent training, 2 years preferred
• Customer focus to interact with customers
• Problem solving and basic technical skills
• Excellent customer service skills. Excellent written and verbal communication skills English and Spanish
• 40-hour work week; Office environment/Remote
• Preferred 2- or 4-year degree
• Ability to multi-task and handle incoming calls as well as emails and chats
• Customer Service / Team Player oriented
• Professional attitude and positive demeanor at all times
• Ability to work independently on assigned projects
• Preferred: Second Language a plus: Spanish
• Preferred: Familiar with Excel/Word/Outlook/PPT/MS Teams/JIRA/Salesforce/Confluence
• Preferred knowledge of database strategy, basic networks concepts (i.e., DNS, shares, privileges)

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