Tech Support Analyst
Position Overview :
The Technical Support Analyst provides product and technical support to Follett's customers, answering complex questions on function and usage of our products via telephone or email.
Serves as primary liaison between company and customer. Possesses excellent knowledge of company products used by customers and associated technologies.
Operates under general supervision. The role is integral to exceeding our customer's expectations by creating a positive experience with each customer interaction.
Responsibilities :
- Resolves clients' questions or problems over the telephone, email and / or Internet in the areas of system configurations / setup, product functionality and bugs / enhancements.
- Serves as primary technical support liaison between company and customer.
- Keeps customer informed of how and when problems are resolved.
- Involved in any additional follow up, testing and troubleshooting.
- Responsible for appropriate referral to other support and quality assurance areas.
- Ensures a positive, high quality professional service-oriented relationship with the customer by complying with all technical support policies and procedures.
- Conveys customer feedback to Technical Support Team Lead.
- Work within a team environment to facilitate constant improvements on application and technical resolutions, support team processes and procedures improvements and technical tool(s) improvements.
- Participates in internal projects as required.
Qualifications :
- Strong interpersonal communication skills and telephone etiquette
- Strong business / technical verbal and written communication skills
- Experience in a call center environment
- Excellent problem solving skills
- Ability to analyze issues and use sound judgement
- Excellent time management skills including ability to prioritize and re-prioritize ticket workload environment
- Intermediate to strong knowledge of XML and Jasper reports.
- Experience with relational databases
- Ability to work well independently or in a team environment
- Strong leadership and organizational skills
- 2 years with a Student Information System
- Experience with ticketing systems for incident tracking, documentation
- Continual process Improvement mindset
- 3-5 years of experience preferred
Tech Support Analyst
The Technical Support Analyst provides product and technical support to Follett's customers, answering complex questions on function and usage of our products via telephone or email. Work within a team environment to facilitate constant improvements on application and technical resolutions, support ...
Lead Desktop Support Analyst
Provide support for remote system access, including VPN and remote desktop connections. Provide remote support to users and respond to after-hours support requests. For librarians, Follett can help you build a diverse collection of print and digital resources that support every student. Documents po...
Maintenance Operations Analyst
PossibleM1 is looking for a Maintenance Operations Analyst:Job Description:M1 Support Services offers a comprehensive benefits package that includes the elections options for Medical, Dental, Vision, Life andDependent Life, AD&D, Short-and Long-term Disability. Maintenance Operations Analyst. Nellis...
Technical Support Specialist / Operations Support III----Remote
Troubleshoot technical issues and escalate them as necessary to Technical Product Support Engineers. Candidates should have at least 5 years of experience in technical support, customer service, or account management, specifically with. Candidates must effectively interpret and communicate technical...
Senior Decision Support Analyst (100% REMOTE/NO C2C)
The Senior Decision Support analyst is responsible for performing critical application and analysis functions in support of Financial Decision Support system, EPSi. Senior Financial Decision Support Analyst. Position: Senior Financial Decision Support Analyst. The analyst plays a critical role in ma...
Project Support Specialist II
Position Title: Project Support Specialist II. Hospitality Staging Coordinator supports the national growth of the Hospitality business. Willingness to pivot to support cross functional teams i. Candidate should meet physical requirements and/or limitations for equipment and uniform use (for example...
Jr. Desktop Support Engineer
Desktop Support Engineer, to join our office in Las Vegas. Facilitate IT procurement, desktop support and active directory among other duties. You will work individually but be part of the international IT support team in the Sportradar Group. Being the 1st level of tech support for the Vegas Office...
Lead Desktop Support Analyst
Provide support for remote system access, including VPN and remote desktop connections. Provide remote support to users and respond to after-hours support requests. For librarians, Follett can help you build a diverse collection of print and digital resources that support every student. Documents po...
Technical Support Specialist
Professional experience in providing technical support to non-technical end users. Onsite and remote support will be provided by clearly communicating technical solutions in a user-friendly, professional manner. Deliver outstanding customer service and knowledgeable technical support/troubleshooting...
Specialist/Technical Services Support
The Specialist/Technical Services Support formulates and executes training programs within the Technical Services areas of gas measurement, pressure control/regulation, instrumentation, and the Supervisory Control and Data Acquisition (SCADA) system at Southwest Gas (SWG) Corporation. Support projec...