Technical Support Analyst (Credit Systems)

Technical Support Analyst (Credit Systems)

Category :

Information Technology

Employment Type : Contract To Hire

Reference : BH-389760

Technical Support Analyst

Contract to Hire (W2 ONLY)

Irving, TX (On-site)

Overview

We're looking for a detail-driven problem solver to support internal users and technical systems. In this role, you'll triage and resolve issues, communicate clearly in writing and in person, and collaborate with help desk, systems, and software development teams. The ideal candidate thrives on complex technical problems, prioritizes effectively, and knows when to escalate issues. You are organized, personable, punctual, inquisitive, independent, and use AI tools thoughtfully to enhance-never replace-good troubleshooting.

Key Responsibilities

Serve as a front-line point of contact for internal users via ticketing system, chat, email, and phone.

Troubleshoot and resolve issues with a focus on identifying underlying root causes.

Actively listen to users reporting incidents, documenting critical details and asking appropriate follow-up questions.

Track and manage open issues using case management tools (e.g., Freshservice or equivalent).

Prioritize incidents based on severity and business impact.

Follow up with users promptly, ensuring excellent communication and customer service.

Collaborate with systems, infrastructure, and software teams to resolve open issues.

Escalate critical incidents to management when necessary.

Create and maintain clear documentation such as user guides, knowledge base articles, and standard operating procedures.

Partner with software development teams to relay user challenges and brainstorm potential improvements.

Contribute to process improvements and help refine internal support workflows.

Deliver exceptional customer service with an empathetic, patient, and solution-oriented approach.

Qualifications

Bachelor's degree in a related field preferred.

2+ years of experience in technical or customer support for internal or external users.

Proficiency in Microsoft Excel and general productivity tools (e.g., Outlook, Word, PowerPoint, or equivalents).

AI literacy : able to evaluate and iterate on AI-generated outputs effectively.

Experience analyzing data in Excel a plus.

T-SQL and SQL Server Management Studio (SSMS) experience a plus.

Core attributes : organized, detail-oriented, punctual, collaborative, inquisitive, and dependable.

Strong written and verbal communication skills; comfortable engaging with users and technical teams.

Demonstrated follow-through and accountability in resolving issues.

Estimated Min Rate : $24.50

Estimated Max Rate : $35.00

What's In It for You?

We welcome you to be a part of the largest and legendary global staffing companies to meet your career aspirations. Yoh's network of client companies has been employing professionals like you for over 65 years in the U.S., UK and Canada. Join Yoh's extensive talent community that will provide you with access to Yoh's vast network of opportunities and gain access to this exclusive opportunity available to you. Benefit eligibility is in accordance with applicable laws and client requirements. Benefits include :

• Medical, Prescription, Dental & Vision Benefits (for employees working 20+ hours per week)
• Health Savings Account (HSA) (for employees working 20+ hours per week)
• Life & Disability Insurance (for employees working 20+ hours per week)
• MetLife Voluntary Benefits
• Employee Assistance Program (EAP)
• 401K Retirement Savings Plan
• Direct Deposit & weekly epayroll
• Referral Bonus Programs
• Certification and training opportunities

Note : Any pay ranges displayed are estimations. Actual pay is determined by an applicant's experience, technical expertise, and other qualifications as listed in the job description. All qualified applicants are welcome to apply.

Yoh, a Day & Zimmermann company, is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

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For California applicants, qualified applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. All of the material job duties described in this posting are job duties for which a criminal history may have a direct, adverse, and negative relationship potentially resulting in the withdrawal of a conditional offer of employment.

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