Technical Support Analyst
New
Based in United StatesFull-TimeMiddle
Salary not disclosed
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Job Details
- Experience
- 12+ months
- Required Skills
- HTMLCSSJavascriptSalesforceJiraTechnical supportCustomer support
Requirements
- 12+ months of experience in technical support, client care, or a similar customer-facing technical role.
- Strong communication skills, with the ability to deliver clear and professional support across written and verbal channels.
- Experience working with enterprise clients, retailers, or global brands in a high-touch support environment.
- Familiarity with case management systems such as Salesforce, Jira, or similar ticketing tools.
- Basic understanding of web technologies such as HTML, CSS, and JavaScript is a plus for troubleshooting integrations.
- Strong problem-solving skills with the ability to manage multiple priorities in a fast-paced environment.
- Comfortable using AI-driven tools and automation to enhance productivity and efficiency.
- A proactive, customer-first mindset with strong accountability and teamwork orientation.
Responsibilities
- Manage inbound technical support requests across real-time channels such as chat and phone, as well as internal escalations and support portals.
- Diagnose and resolve semi-complex to complex technical issues, ensuring effective root-cause analysis and timely solutions.
- Provide support for key platform functions including user access, reporting, system connections, and content syndication.
- Identify out-of-scope issues and route them efficiently to the appropriate specialized teams.
- Contribute to Knowledge-Centered Service (KCS) practices by creating, updating, and improving internal and external documentation.
- Leverage AI tools and automation to improve efficiency, streamline troubleshooting, and enhance customer interactions.
- Collaborate with senior team members to refine workflows, improve processes, and strengthen global support standards.
- Maintain ownership of personal queue, performance metrics, and customer satisfaction (CSAT) goals.
- Share knowledge and best practices to support onboarding and development of new team members.
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