Technical Product Support Analyst II
Skills
CSSData AnalysisDatabasesEnglishIT Service ManagementNetworkingProduct Support
What the job involves
The main requirements, responsibilities and hiring steps.
Requirements
- Minimum 2 years customer service experience
- Experience with MS Office Products
- Ability to multitask in a fast paced detail oriented environment
- Experience working independently
- Experience working with cross functional teams
- Strong problem solving skills
- Knowledge of Zendesk or similar ticketing systems
- High School Graduate or GED required
- Associate degree preferred
Nice to have
- Detail oriented
- Independent worker
- Strong communicator
- Customer focused
- Calm under pressure
- Collaborative
Day to day
- Handle inbound support requests by phone email and chat while also managing outbound follow-up and meetings
- Troubleshoot and resolve technical product issues quickly with a strong focus on first call resolution and timely case closure
- De-escalate customer concerns document case activity in CRM create knowledge articles and mentor Level 1 analysts through root cause analysis