Technical Support Analyst

We are seeking a knowledgeable, customer-focused, and detail-oriented **Technical Support Specialist** to provide reliable technical assistance to customers and users. In this role, you will help troubleshoot technical issues, respond to support requests, and guide users in resolving problems with products, software, or services.

The ideal candidate has strong problem-solving skills, communicates technical information clearly, and enjoys helping others succeed with technology.

## What You'll Do

- Respond to technical support requests through email, chat, phone, or other approved communication channels.
- Diagnose and troubleshoot technical issues involving software, applications, accounts, or supported systems.
- Guide customers and users through troubleshooting steps and provide clear solutions.
- Document support requests, technical issues, resolutions, and follow-up activities accurately.
- Escalate complex or unresolved issues to the appropriate technical team.
- Monitor outstanding support requests and follow up to help ensure timely resolution.
- Maintain accurate knowledge of company products, services, and technical procedures.
- Identify recurring technical issues and communicate relevant feedback to help improve products and support processes.
- Collaborate with engineering, product, and customer success teams to resolve customer concerns.
- Protect confidential customer and company information while following established security procedures.

## What We're Looking For

- Strong troubleshooting and problem-solving abilities.
- Excellent written and verbal communication skills.
- Ability to explain technical information clearly to both technical and non-technical users.
- Strong organizational skills and attention to detail.
- Ability to manage multiple support requests and prioritize tasks effectively.
- Comfortable working independently and collaborating with a remote team.
- Familiarity with computers, software applications, and common technical support tools.

## Preferred Qualifications

- Previous experience in technical support, IT support, help desk, or a related field.
- Familiarity with ticketing systems such as Zendesk, Jira Service Management, Freshdesk, or similar platforms.
- Basic knowledge of operating systems, web applications, networking, or software troubleshooting.
- Experience supporting customers through email, chat, phone, or remote support tools.