Sr Analyst - Tech Support
Position Summary:
Our partner, a pioneering global information and insights company, is looking to add a Senior Analyst/Tech Support to their team. As the primary point of contact with customers, you will ensure timely resolution of concerns, leveraging your in-depth knowledge of product capabilities, system interdependencies, and technical tools to troubleshoot intermediate to advanced-level technical issues. Initially, you will support less complex needs like account management and basic troubleshooting, gradually progressing to more complex issues such as customer onboarding, application errors, and data investigations. We seek a proactive professional with strong customer service, analytical, and problem-solving skills who thrives in a collaborative team environment.
Experience and Education:
- Bachelor or higher degree in Computer Science, Information Systems, Information Technology, or a related technical field/experience.
- 2+ years of experience in customer support roles or related fields.
- Experience working in a network/systems environment.
- Experience with escalating/triaging issues as needed.
- Strong mentoring and coaching skills, promoting collaboration and knowledge sharing within teams.
- Experience with relational databases, SQL, Splunk (Searches, Dashboards, Alerting), Excel (Formulas and Pivot Tables).
Skills and Strengths:
- SQL queries creation
- Excel
- Customer service
- Customer support
- Network and connectivity support
- Infrastructure support
- Internet protocols
- Incident management
- Troubleshooting
- Data entry
- Data analysis
- Documentation
- Reporting
- Ticketing systems
- Splunk (as a plus)
- Salesforce (as a plus)
Primary Job Responsibilities:
- Provide technical assistance and exceptional customer service in resolving complex network and infrastructure issues.
- Provide application support for clients, including handling login issues, resolving bugs, identifying root causes, and solving technical problems.
- Lead all efforts in triaging connectivity and digital certificates with customers.
- Obtain an understanding of assigned support items, identify the root cause and impact of issues, and determine the best course of action to fully address customer-reported issues and requests.
- Manage incoming support requests, escalating to appropriate departments when necessary.
- Anticipate customer needs, provide feedback for improvement, and take proactive measures to prevent customer-impacting occurrences.
- Effectively communicate with customers, sales, and internal teams, explaining complex issues and collaborating on solutions.
- Document all support activities, including troubleshooting steps and resolutions, in detail.
- Maintain accurate records of incidents and service requests, adhering to incident management procedures.
- Mentor and train team members, promoting collaboration and knowledge sharing within and across teams.
- Continuously develop expertise in relational databases (SQL, Splunk, Excel), leveraging these tools to enhance technical support capabilities.
Employment Type: Contract to Hire
Education: Bachelor or higher degree in Computer Science, Information Systems, Information Technology, or a related technical field/experience.
Experience: 2+years
Location: Chicago, IL or Atlanta, GA
Work Model: Hybrid
Company: www.rangertech.com
Job Types: Full-time, Contract, Temp-to-hire
Pay: $23.00 - $33.00 per hour
Expected hours: 40 per week
Benefits:
- Dental insurance
- Health insurance
- Life insurance
- Paid time off
- Vision insurance
Compensation package:
Experience level:
Schedule:
- 8 hour shift
- Day shift
- Monday to Friday
Application Question(s):
- What hourly pay rate are you looking for?
Experience:
- Customer support: 2 years (Required)
- Network support: 1 year (Required)
- Application support: 1 year (Required)
- Incident management: 1 year (Preferred)
- SQL: 1 year (Preferred)
- Data entry: 2 years (Required)
Ability to Commute:
- Atlanta, GA 30326 (Required)
Ability to Relocate:
- Atlanta, GA 30326: Relocate before starting work (Required)
Work Location: Hybrid remote in Atlanta, GA 30326