Technical Support Specialist
: Job Details :


Technical Support Specialist

Ranger Technical Resources

Location: Atlanta,GA, USA

Date: 2024-12-12T13:19:32Z

Job Description:

Tech Support Analyst

Position Summary:

Our partner, a pioneering global information and insights company that establishes trust in global commerce while leading the industry in the realm of data, is looking to add a Senior Analyst/Tech support to their team. In this role, you will be the primary point of contact with customers, ensuring timely resolution of their concerns and assisting in network/system technical issues. Therefore, we're looking for a proactive professional with strong customer service, analytical, and problem-solving skills. In this role, you will work effectively in a collaborative team environment.

Experience and Education:

  • Bachelor or higher degree in Computer Science, Information Systems, Information Technology, or a related technical field/experience.
  • 6+ years of experience in customer support roles or related fields.
  • Experience working in a network/systems environment.
  • Experience with escalating/triaging issues as needed.
  • Strong mentoring and coaching skills, promoting collaboration and knowledge sharing within teams.
  • Strong written and verbal communication skills.

Skills and Strengths:

  • Experience writing SQL queries
  • Customer service
  • Customer support
  • Network and connectivity support
  • Infrastructure support
  • Internet protocols (IP)
  • Incident management
  • Troubleshooting
  • Data entry
  • Data analysis
  • Documentation
  • Reporting
  • Ticketing systems
  • Splunk (as a plus)
  • Salesforce (as a plus)

Primary Job Responsibilities:

  • Provide technical assistance and exceptional customer service in resolving complex network and infrastructure issues.
  • Lead all efforts in triaging connectivity and digital certificates with customers.
  • Obtain an understanding of assigned support items, identify the root cause and impact of issues, and determine the best course of action to fully address customer-reported issues and requests.
  • Manage incoming support requests, escalating to appropriate departments when necessary.
  • Anticipate customer needs, provide feedback for improvement, and take proactive measures to prevent customer-impacting occurrences.
  • Effectively communicate with customers, sales, and internal teams, explaining complex issues and collaborating on solutions.
  • Document all support activities, including troubleshooting steps and resolutions, in detail.
  • Maintain accurate records of incidents and service requests, adhering to incident management procedures.
  • Mentor and train team members, promoting collaboration and knowledge sharing within and across teams.
  • Continuously develop expertise in relational databases (SQL, Splunk, Excel), leveraging these tools to enhance technical support capabilities.

Apply Now!

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