NOC Analyst

Job Description

Job Description

Description : Who We Are

Acumera is now Scale Computing! Scale Computing is a global leader in edge computing, hyperconverged infrastructure, and managed networking solutions. We deliver innovative, secure, and scalable technology that powers critical operations worldwide.

Job Overview

As the Junior Support Analyst within the AcuVigil Platform Support vertical at Scale Computing, your primary role is to serve as the initial point of contact for customers utilizing the AcuVigil Platform. You are crucial in providing timely and effective support by promptly responding to customer inquiries, diagnosing and resolving technical issues, and ensuring comprehensive documentation of customer interactions and solutions. This role will collaborate closely with cross-functional teams, and your responsibilities include escalating complex issues to higher support analysts when necessary and contributing to the overall efficiency of the AcuVigil Platform by following established support processes. Your customer-centric approach, strong communication skills, and adaptability to evolving technologies are crucial to maintaining customer satisfaction and the smooth operation of the AcuVigil Platform. This role is open to applicants in Austin, TX and Tallahassee, FL.

Responsibilities :

• Respond to customer inquiries and issues via phone, email, or chat.
• Expectation of handling multiple calls a day, along with email, ticketing, and instant messaging
• Diagnose and resolve Tier 1 technical issues with Acumera's products and services.
• Document customer interactions and solutions for future reference.
• Escalate complex issues to higher support tiers when necessary.
• Collaborate with cross-functional teams to address customer needs.

Requirements :

Minimum Qualifications :

Preferred Qualifications

Education or Experience

Environment and Physical Requirements

Perks of Acumera

Scale Computing is an equal opportunity employer. The final candidates will be subject to a pre-employment background check.