Job Summary:
As a Technical Support Analyst, you will serve as the first point of contact for customers seeking assistance with our software product. You will resolve technical and application issues efficiently, provide excellent customer service, and collaborate with internal teams to ensure customer satisfaction and resolution.
Key Responsibilities:
- Resolve software and technical inquiries from customers effectively and professionally
- Collect necessary information to assess and address customer issues
- Set and manage customer expectations for response and resolution times
- Research and document technical problems thoroughly
- Collaborate with other support team members and escalate issues when necessary
- Participate in team-based strategic initiatives and projects
- Own the lifecycle of technical issues from report to resolution
- Communicate regularly with customers on ticket progress
- Work with Engineering and Quality teams to resolve high-priority or complex issues
