This fully remote, Technical Support Analyst Level 1 is responsible for managing escalated customer issues and identifying knowledge improvement opportunities for level 1 analysts and Enterprise direct customers. By using analytical tools and product experience to analyse technical support issues and define knowledge that can be used by the internal team and end users within self-service support tools. They speak with colleagues and customers, listen to them, gain a better understanding of their needs, and offer possible solutions. The primary goal is to minimize the impact to our customer by providing knowledge to allow level 1 agents to resolve an incident or request as quickly as possible and escalating as necessary to restore customer business operations. The Technical Support Analyst Level 1 should demonstrate a positive customer experience by being polite and professional while working closely with other team members to provide outstanding service.
- Demonstrated skills in problem analysis, customer relations, organizational abilities, telephone etiquette, and in effective working relationships with other service/support groups
- Demonstrates the ability to solve common problems and to provide immediate solutions
- One (1) year experience in a technical service-related field preferred
- Excellent verbal and written communication skills and the ability to make decisions independently
- Language requirements are defined by Geography
- Require demonstrated aptitude for logic and screen human harmony.
- Follow proper procedures for processing RMAs, defective products, etc
- Provide input for new products, features, product usability and supportability
- Escalate issues following the escalations guidelines as needed
- Submit proposed solutions to basic issues in knowledge base and for internal/external documentation
- Perform minor utilities
- Perform proactive calls
