Job Title:

Technical Support Analyst

Job Description

Do you like solving complex problems? Are you an analytical thinker with a knack for non-linear logic? Do you enjoy interacting with people? Our client is looking for a Technical Support Analyst who can provide technical user support for one of core internal business tools.

Responsibilities Main Responsibilities:

● Provide technical support to users of internal business tools

● Optimize existing processes, identify areas for improvement, measure progress ● Create and maintain technical documentation for support and tools integration

● Manage time effectively with minimal supervision to deliver complex projects on-time

● Document technical processes for training purposes

● Meet SLA requirements for problem resolution

Additional Responsibilities:

● Serve as primary point of contact and provide regular updates

● Train and coach a small team of Technical Support Analysts

● Ensure that Technical Support Analysts meet productivity, customer satisfaction, and quality service level agreements / key performance indicators

● Collaborate on building process / procedures associated with triaging

Qualifications Minimum qualifications:

● BS degree (CS or equivalent technical degree - Manager is open to considering candidates with 3+ additional years of experience in lieu of degree)

● 3+ years experience in previous front line support role

● Experience with SQL

● Provided technical support to a medium to large team

● Excellent written and verbal communication skills (English)

● Working knowledge of how databases functions

● Experience triaging and escalating bugs and tickets

Preferred qualifications:

● Experience in process documentation

● Experience with cloud-based web applications

● Demonstrated knowledge of relational database design and usage

● Salesforce admin certified

● Management or leadership experience

● Proven ability to turn frustrated customers into happy customers

Location:

USA, GA, Work-at-Home

Language Requirements:

Time Type:

Full time

Physical Mental Requirements: While performing the duties of this job, the employee is regularly required to operate a computer, keyboard, telephone, headset, and other office equipment. Work is generally sedentary in nature.

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Concentrix is an Equal Opportunity/Affirmative Action Employer including Disabled/Vets.

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