Technical Support Analyst - Remote

Overview

The Technical Support Analyst (TSA) provides timely and accurate Tier 1 support to Elixir’s customers on our products and custom solutions. This is a highly collaborative position that coordinates with cross-functional teams such as Engineering, Deployment, Cloud, Sales, Customer Success, and Finance, and ultimately acts as a trusted advisor and champion for the customer. This position diagnoses and troubleshoots product-related queries and provides resolutions to the customers within the guidelines of determined SLAs. The Technical Support Analyst applies product knowledge to independently resolve simple customer queries while collaborating with cross-functional teams to resolve complex queries. This dynamic position will perform tasks in a fast-paced environment where multiple projects occur simultaneously. A successful TSA will be enthusiastic, patient, and empathetic and have excellent written and oral English communication, time management, and analytical skills.

In Short

• Provide Tier 1 support for customers on Elixir’s products.
• Collaborate with cross-functional teams for issue resolution.
• Diagnose and troubleshoot product-related queries.
• Document and track open issues via service cloud systems.
• Ensure customer satisfaction through prompt feedback.
• Maintain professional relationships with customers and teams.
• Embrace Elixir’s core values in the work environment.

Requirements

• 1-2 years in a relevant role.
• Bachelor's degree in computer science preferred.
• 2-3 years experience in a technical support department.
• ITIL Foundation Certification preferred.

Benefits

• Work in a collaborative and supportive environment.
• Opportunity for professional growth and development.
• Flexible working arrangements.