Senior Support Analyst

What your impact will be:


* Provide first-line support to clients, addressing inquiries and resolving technical issues via phone, email, or live chat. 


* Troubleshoot and diagnose software and hardware issues, working closely with clients to gather necessary information and ensure timely resolution. 


* Conduct product related training sessions typically via webinar.


* Document and track support cases using appropriate tools, maintain accurate records of customer interactions, issues, and resolutions. 


* Advocate for the client to ensure timely and accurate issue resolution.


* Escalate more complex support requests to the appropriate team member(s) or department(s), ensuring proper follow-up and communication throughout the resolution process. 


* Collaborate with team members to share knowledge, improve processes, and stay up-to-date on industry trends, emerging technologies, and best practices in customer support. 


* Other job-related duties and responsibilities as may be assigned from time to time.


* Contribute to the development and maintenance of support resources, such as FAQs, user guides, and knowledge base articles. 


* Participate in ongoing training and development programs to continuously enhance technical skills and customer service abilities. 


* Provide feedback and suggestions for process improvements, product enhancements, and customer support tools to help drive continuous improvement in the support services department. 


* Occasional travel (0-25%) for on-site support required, at times on short notice.

What we are looking for:


* Associate’s degree in Information Technology, Computer Science, or a related field, or equivalent experience. 


* A minimum of 2 years of experience in a technical support role. 


* Strong technical acumen, with the ability to troubleshoot and resolve a wide range of software issues. 


* Excellent problem-solving skills: Identification, solution, and execution.


* Strong verbal and written communication skills, with a commitment to professionalism toward both clients and co-workers.


* Ability to review, prioritize, and respond to multiple client issues in a fast-paced organization.


* Self-motivated.


* Proactive: Anticipates issues and actively initiates change.


* Teachable: Open and able to learn new processes and products.


* Exceptional communication and interpersonal skills, with the ability to interact effectively with clients and team members at all levels. 


* Proficiency with customer support software and tools, such as CRM systems, ticketing systems, and remote support tools. 


* Ability to work independently and as part of a team, managing multiple priorities and meeting deadlines in a fast-paced environment. 


* Familiarity with industry trends, emerging technologies, and best practices in customer support. 

What will make you stand out:


* Committed to exc...