Junior Technical Support Analyst (33657)
- Technical Support: Provide remote application support and troubleshooting for complex products to both internal teams and external customers.
- Issue Resolution: Utilize strong analytical skills to identify the root cause of issues and resolve cases promptly without the need for escalation where possible (e.g., product operation or content).
- Case Management: Maintain clear, concise, and accurate documentation of all client interactions and technical resolutions within the CRM.
- Cross-Functional Collaboration: Work proactively with internal departments to resolve specialized procedural or operational issues, ensuring escalated cases are driven to closure.
- Stakeholder Communication: Deliver timely updates to business owners and users regarding issue status and final resolutions.
- Knowledge Sharing: Contribute to team knowledge bases, meetings, and documentation to help reduce recurring issues and improve overall team efficiency.
- Professional Representation: Maintain a reputation of competence and integrity by staying current on industry trends and company product offerings.
- Minimum: High school diploma or equivalent.
- Preferred: Bachelor’s degree.
- 2 years of client-facing application support experience, including: Troubleshooting product issues, and reporting issues via phone/e-mail/chat
- Working cross-functionally to resolve technical, procedural, or operational issues
- Working collaboratively with individuals at all levels of the organization
- Executing to short and long-term plans
- CRM Applications: (e.g., Salesforce).
- Microsoft Office Suite: Word, Excel, PowerPoint, Outlook.
- Technical Infrastructure: Microsoft Server products (Windows Server, SQL, MS Project).
- Specialized Software: Visio, Microsoft Access, and BusinessObjects.
- Analytical Thinking: Ability to discern and creatively troubleshoot complex enterprise application issues.
- Communication: Exceptional written and verbal communication skills for professional presentations and technical documentation.
- Organization: Strong prioritization and multitasking skills in a fast-paced environment.
- Interpersonal: Excellent collaborative and conflict-resolution skills.
- Problem Solving: Demonstrated ability to make sound decisions under pressure.
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