Technical Support Analyst I
$40,400–$67,400 year
On-siteAlpharetta, Georgia, United States
Job Summary
Provide high-quality technical and customer support to internal and external customers via phone, email, and chat. Troubleshoot technical issues, research solutions, and resolve inquiries while accurately documenting interactions within CRM systems. Assist users with product installation, interface functionality, and site navigation, performing basic browser troubleshooting and technical diagnostics. Train and support users while responding to escalations, utilizing internal systems including billing tools and administrative platforms. Escalate complex issues to second-level support teams as needed. Participate in a 24/7 on-call rotation, including weekend coverage.
Required Qualifications
- 1 year of customer service experience in a technical contact center environment
- Strong customer focus with the ability to engage professionally and effectively
- Excellent problem-solving and basic technical skills
- Outstanding written and verbal communication skills
- Ability to multitask and manage phone, email, and chat interactions simultaneously
- Professional attitude with a positive, team-oriented mindset
- Ability to work independently on assigned tasks and projects
- Participate in a 24/7 on-call rotation, including weekend coverage
Desired Qualifications
- 2 years customer service experience in a technical contact center environment
- 2- or 4-year college degree
- Second language proficiency (Spanish preferred)
- Familiarity with tools such as Excel, Word, Outlook, PowerPoint, Access, Visio, WebEx, MS Teams, JIRA, Salesforce, Confluence, MyCRM, and RNW
- Basic knowledge of database strategy and networking concepts (e.g., DNS, file shares, user privileges)
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