Technical Support Analyst

Job Description:

Diagnose and troubleshoot technical issues within agreed time limits

Research and identify solutions to software issues

Ask customers targeted questions to quickly understand the root of the problem

Talk clients through a series of actions, either via phone, email or chat, until they’ve solved a technical issue

Properly escalate unresolved issues to appropriate internal teams (e.g. software developers)

Provide prompt and accurate feedback to customers

Ensure all issues are properly logged

Document technical knowledge in the form of notes and manuals

Prioritize and manage many open cases at one time

Provide support, including procedural documentation and relevant reports

Job Requirements:

Good understanding of computer systems, mobile devices, and other tech products

Excellent problem-solving and communication skills

Ability to provide step-by-step technical help, both written and verbal

Ability to diagnose and troubleshoot basic technical issues

Bachelor’s degree in Information Technology, Computer Science or relevant field

Startup experience is a plus