Senior Technical Support Analyst - Remote in Certain States

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Requirements:

• 2-5 years of end-user technical support experience or related education.
• Proficiency with Microsoft Office software programs including Word, Excel, PowerPoint, and Outlook.
• Advanced knowledge of troubleshooting techniques for home internet connectivity and software applications.
• Ability to manage multiple tasks with great attention to detail while meeting deadlines.
• Strong communication skills to effectively convey technical information to non-technical users.
• Strong customer focus and analytical problem-solving skills.
• Ability to use a keyboard and sit at a computer for a large portion of the work period.
• Ability to work variable hours, including evenings and weekends.

Responsibilities:

• Provide advanced tech support to contracted remote call center agents, non-PRO contractors, and staff.
• Complete research and training to understand technologies and requirements.
• Interact with Contact Center agents via chat, phone, and ticketing system.
• Monitor ticketing systems and provide escalated support for unresolved issues.
• Provide direct remote support for standard to advanced tech issues.
• Ensure agents are utilizing secure desktop environments.
• Collaborate with support team members during peak times.
• Perform credential management tasks across multiple systems.
• Document and publish findings for technical issues to internal teams.
• Communicate status of in-progress issues via multiple channels.