Senior Technical Support Analyst - Remote

Overview

The Senior Technical Support Analyst provides product and technical support to Follett's customers, answering complex questions on function and usage of our products and resolving issues escalated by other support teams. This role is integral to exceeding our customer's expectations by creating a positive experience with each customer interaction.

In Short

• Resolves complex customer questions and issues via escalated tickets.
• Documents resolution processes for escalated issues.
• Identifies and pursues opportunities for mentoring and knowledge sharing.
• Creates and updates Knowledge Base articles.
• Partners with Training Services for assistance in training.
• Researches and performs root cause analysis on potential product bugs.
• Delivers product specific presentations to customers.
• Maintains strong relationships with customers to support satisfaction.
• Other duties as assigned.

Requirements

• Bachelor’s degree in Computer Science or related field.
• 3-5 years’ experience in a technical support role.
• Experience in customer service or client-facing roles.
• Ability to analyze and resolve technical issues quickly.
• Strong diagnostic skills and attention to detail.
• Ability to work under pressure and manage multiple priorities.
• Willingness to learn new technologies and software.
• Experience working in a collaborative environment.
• Effective interpersonal and communication skills.
• Proficient PC and technical/software skills.

Benefits

• Opportunity to work with a team dedicated to improving education.
• Professional development and training opportunities.
• Supportive work environment focused on customer satisfaction.