Technical Product Analyst II
New
J
JobgetherSoftware Development
Based in United StatesFull-TimeMiddle
SalaryHourly compensation of $25.00–$30.00, with eligibility for commission or an annual performance incentive plan.
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Job Details
- Experience
- At least 2 years
- Required Skills
- SQLScriptingTroubleshootingTechnical support
Requirements
- At least 2 years of experience in help desk, technical support, customer service, or a comparable customer-facing technical role.
- At least 2 years of scripting experience with technologies such as SQL, Progress, PowerShell, or similar tools.
- At least 2 years of basic PC troubleshooting and/or repair experience.
- At least 2 years of experience using Microsoft Office applications and creating technical or business documentation.
- Strong understanding of Windows operating systems, with experience supporting workstation and/or server environments preferred.
- Knowledge of TCP/IP and DNS networking concepts is preferred.
- Experience working with antivirus or endpoint-security products is preferred.
- Background in programming and an Associate's or Bachelor's degree in IT or a related field are preferred.
- Strong analytical and problem-solving abilities.
- Excellent written and verbal communication skills.
- Strong organizational and prioritization skills.
- Must be at least 18 years of age.
Responsibilities
- Provide technical customer service for assigned software solutions, independently managing support cases from intake through resolution.
- Take ownership of more complex client software issues while handling the full range of case types.
- Support software hot-fix updates for internal clients and serve as a technical resource during escalations.
- Follow escalation procedures and maintain appropriate communication with customers and management.
- Document customer interactions, troubleshooting approaches, and status updates throughout the support-ticket lifecycle.
- Participate in customer calls, triage sessions, and bug-scrub meetings.
- Mentor colleagues by sharing technical expertise and product knowledge.
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