Technical Customer Support Analyst II
On-siteLouisville, Kentucky, United States
Job Summary
Execute complex work tied to incident tickets, service requests, troubleshooting steps, and issue resolution while applying functional knowledge and sound judgment. Develop and maintain device setup, software deployment, access provisioning, and user support documentation to support reliable execution and reporting. Partner with stakeholders on root-cause notes, known-error articles, and support knowledge materials, clarifying requirements and timelines. Prepare insights and recommendations based on service-level metrics, ticket backlogs, and recurring issue trend analysis. Strengthen coordination with vendors, engineers, or infrastructure teams for escalated issues to improve performance and reduce risk.
Required Qualifications
- 2+ years of experience in post-sale technical support and customer issue resolution or a closely related field
- Experience managing deliverables, priorities, and stakeholder needs within a structured business environment
- Ability to communicate clearly, learn quickly, and deliver accurate work while balancing multiple priorities
- Bachelor's degree in Information Systems, Engineering, Business, or related field
- Troubleshooting
- Incident Management
- Root Cause Analysis
- Data Analysis
Desired Qualifications
- advanced degree or relevant certification
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