Technical Support Analyst I

Overview

The Technical Support Analyst I is part of a high-paced customer-facing team which supports Geographic Solutions' Virtual OneStop application. The position requires strong troubleshooting and analytical skills and the ability to work under pressure as part of a team or alone. Under supervision, the analyst carries out procedures to ensure timely and accurate resolution for clients. The analyst serves as the primary interface with clients to assist them with defining problems in the company's web-based applications. Once a problem is identified, the description should be documented in the company's ticketing system and assigned to the correct team for resolution. Viable candidates must be willing to work onsite at GSI's headquarters in Palm Harbor, Florida daily.

Responsibilities

• Monitor real-time error logging for production-level systems (Orion, Auto error, Dynatrace, SQL Jobs, etc.).
• Process Online Project Communication (OPC) tickets.
• Answer inbound calls from customers.
• Troubleshoot issues with the company's web-based application.
• Provide excellent customer service, including clear communications and responsive follow-through.
• Prioritize issues of varying severity and manage resolution within the accepted service levels.
• Collaborate with peers to resolve client issues.
• Analyze technical trends and provide feedback to the Team Lead.
• Adhere to company policies and procedures.
• Present a professional attitude and actions.
• Willing to do shift work as required.
• Other duties and special projects as assigned.

Work Experience / Knowledge

Qualifications / Certifications

Additional Requirements

Equal Opportunity Employer. M / F / D / V

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