Title:
Associate, IT Customer Support Analyst
Key Responsibilities:
Customer Support: Respond to customer inquiries, concerns, and technical issues via phone, email, or live chat. Provide prompt, friendly, and efficient assistance.
Technical Troubleshooting: Diagnose and troubleshoot hardware, software, and network problems, and provide clear instructions for resolving these issues. Escalate more complex issues to senior technical staff if necessary.
Ticket Management: Log, track, and prioritize customer issues using a ticketing system. Ensure tickets are resolved within agreed service level agreements (SLAs).
Product and Service Support: Assist customers with setting up, configuring, and using software, hardware, or IT-related services. Provide guidance on system installation, updates, and upgrades.
Knowledge Base Management: Contribute to and maintain internal documentation and customer-facing knowledge bases (FAQs, troubleshooting guides, etc.).
Customer Education: Educate customers on how to use IT products and services effectively. Provide training or resources as needed to improve their technical understanding and user experience.
Qualifications:
- Education: High school diploma or equivalent required; Associate’s or Bachelor’s degree in Information Technology, Computer Science, or related field preferred.
- Experience:
- Previous experience in a customer support role, particularly in IT or technology-related support, is preferred.
- Familiarity with helpdesk or ticketing systems (e.g. ServiceNow,) is a plus.
- Technical Skills:
- Solid understanding of common operating systems (Windows, macOS, Linux) and productivity software (Microsoft Office, Google Workspace, AWS).
- Knowledge of hardware troubleshooting, network connectivity issues, and software installation.
- Familiarity with remote desktop tools and IT support tools is a plus.
- Soft Skills:
- Strong communication skills with the ability to explain technical concepts to non-technical users.
- Excellent problem-solving and analytical skills.
- Patience, empathy, and a customer-first mindset.
- Ability to work in a fast-paced environment and handle multiple tasks simultaneously.
Physical Requirements:
- Ability to work in an office.
- Ability to work flexible hours as required, including after-hours support if necessary.
