Support Analyst
$60,000–$70,000 year
On-siteAllen, Texas, United States
Job Summary
Provide client support via phone, live chat, and ticket systems while delivering training, managing trade shows, and conducting onsite visits for Texas governmental agencies. Establish and maintain relationships with customers and partners using in-house tools, SQL Server, and the Microsoft 365 suite. Analyze complex software issues, prioritize tasks, and execute with attention to detail. Leverage modern AI platforms and prompt engineering to accelerate troubleshooting, documentation, and knowledge-base development. Deliver outstanding service by combining traditional technical expertise with AI as a force multiplier.
Required Qualifications
- in-depth knowledge of the company's expanding library of software applications
- solid proficiency with SQL Server databases
- solid proficiency with the Microsoft 365 suite (Teams, Word, Excel, Outlook)
- Experience providing technical support for software applications
- Proficient in using modern AI platforms and tools (e.g., ChatGPT, Claude, Gemini, Microsoft Copilot, or similar enterprise AI solutions)
- Skilled in effective AI prompting techniques, including prompt engineering, iterative refinement, and leveraging AI to accelerate research, troubleshooting, documentation, customer communication, and knowledge-base development
- Ability to integrate AI tools responsibly into daily workflows to improve efficiency, accuracy, and the overall quality of customer support
Desired Qualifications
- Experience providing technical support for software applications
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