The Support Analyst provides technical support related to computer systems, hardware, or software via telephone, email, and chat tools. This position is fast-paced and multi-task intensive, requiring quick decision-making and top-notch customer service and communication skills.
Position requires the incumbent to work onsite at our Santa Clara, California office.
Essential Duties and Responsibilities
- Serve as the first point of contact to customers seeking help for software, network, or other technical and non-technical issues as it relates to Synkrato.
- Provide over-the-phone, email, and chat support.
- Identify, diagnose, and resolve all customer issues by using documented troubleshooting items such as a knowledge base, previously reported issues, colleague experience, or connecting the customer to an escalated level of support to properly resolve their issue.
- Use of screen sharing and remote-control tools to properly vet, collect and evaluate the customer’s reported issue.
- Properly ticketing all customer requests with detailed information regarding the issue reported. Support Analysts are expected to provide accurate, descriptive, and complete information in all tickets to successfully relay information back to the customer or other support team members.
- Maintain a regular and reliable level of attendance.
Knowledge Skills and Abilities
- High School Diploma or equivalent; some College preferred.
- Strong verbal, written, and typing skills.
- Excellent customer service skills, efficiency, multi-tasking skills, and patience are key to any Support Analyst’s success.
- Prior experience working in a Service Desk, Call Center or Help Desk capacity.
- Dependable team player who works collaboratively and cooperatively with others in a team-oriented environment.
- Ability to act independently and make decisions within the scope of the position’s responsibilities.
- Always display the utmost professionalism with team members as well as end-users. · Ability to function well in a high-paced and at times stressful environment.
- Ability to think strategically and analytically to troubleshoot and resolve issues quickly and/or provide successful alternative methods until a permanent resolution can be found.
- Proactive with the ability to identify, define, and perform remote troubleshooting of computer/technical issues through remote control tools while asking pertinent questions.
- Exhibit a high degree of initiative, follow-through, and critical-thinking skills with the ability to manage multiple priorities in a demanding, fast-paced, meticulous work environment, and make decisions based on the results of research.
Requirements
Prolonged periods of sitting at a desk and working on a computer.
Requires working onsite at our Santa Clara, California office.
Must be able to pass a pre-employment background check.