Technical Support Analyst - Remote

Overview

This role is currently remote, and the position's core hours are North American. The Technical Support Analyst acts as a liaison between departments and clients, ensuring a smooth background checking process by preventing and resolving issues.

In Short

• Provides courteous and professional technical support via phone and email.
• Communicates with fulfillment departments regarding various issues.
• Ensures timely resolution of requests to meet SLAs.
• Effectively communicates with clients and team members.
• Solves a wide range of problems using professional concepts.

Requirements

• Utilizes specialized knowledge of relevant technologies.
• Exercises proficiency in specialized skills within applications.
• Troubleshoots intermediate to advanced problems.
• Manages customer expectations and competing priorities.
• Conducts research on customer incidents to create Knowledge Articles.
• Proficiency in applications like JIRA, AWS, and SQL.
• Strong analytical and problem-solving skills.
• Excellent communication skills for collaboration.
• Detail-oriented with strong multitasking abilities.
• Experience in application support.

Benefits

• Work from home flexibility.
• Inclusive workplace culture.
• Opportunities for professional growth.
• Comprehensive benefits package.
• Supportive team environment.