Senior Support Analyst

What your impact will be:

• Provide first-line support to clients, addressing inquiries and resolving technical issues via phone, email, or live chat. 
• Troubleshoot and diagnose software and hardware issues, working closely with clients to gather necessary information and ensure timely resolution. 
• Conduct product related training sessions typically via webinar.
• Document and track support cases using appropriate tools, maintain accurate records of customer interactions, issues, and resolutions. 
• Advocate for the client to ensure timely and accurate issue resolution.
• Escalate more complex support requests to the appropriate team member(s) or department(s), ensuring proper follow-up and communication throughout the resolution process. 
• Collaborate with team members to share knowledge, improve processes, and stay up-to-date on industry trends, emerging technologies, and best practices in customer support. 
• Other job-related duties and responsibilities as may be assigned from time to time.
• Contribute to the development and maintenance of support resources, such as FAQs, user guides, and knowledge base articles. 
• Participate in ongoing training and development programs to continuously enhance technical skills and customer service abilities. 
• Provide feedback and suggestions for process improvements, product enhancements, and customer support tools to help drive continuous improvement in the support services department. 
• Occasional travel (0-25%) for on-site support required, at times on short notice.

What we are looking for:

• Associate’s degree in Information Technology, Computer Science, or a related field, or equivalent experience. 
• A minimum of 2 years of experience in a technical support role. 
• Strong technical acumen, with the ability to troubleshoot and resolve a wide range of software issues. 
• Excellent problem-solving skills: Identification, solution, and execution.
• Strong verbal and written communication skills, with a commitment to professionalism toward both clients and co-workers.
• Ability to review, prioritize, and respond to multiple client issues in a fast-paced organization.
• Self-motivated.
• Proactive: Anticipates issues and actively initiates change.
• Teachable: Open and able to learn new processes and products.
• Exceptional communication and interpersonal skills, with the ability to interact effectively with clients and team members at all levels. 
• Proficiency with customer support software and tools, such as CRM systems, ticketing systems, and remote support tools. 
• Ability to work independently and as part of a team, managing multiple priorities and meeting deadlines in a fast-paced environment. 
• Familiarity with industry trends, emerging technologies, and best practices in customer support. 

What will make you stand out:

• Committed to excellence.
• Above average Linux knowledge.
• Above average Artificial Intelligence knowledge.
• Strong MS Office knowledge and experience.
• Understanding & knowledge of payment industry (payment processors, CIS’, etc.)

What we offer:

• A competitive compensation package
• Ability to work remotely
• Full range of employee benefits 401(k), Health Insurance (medical, dental, vision, life, short and long-term disability, AD&D)
• Paid Vacation