[Remote] System Support Analyst

Note: The job is a remote job and is open to candidates in USA. TRISTAR Insurance Group is seeking a System Support Analyst who will provide high-quality technical assistance to users and ensure operational efficiency. The role involves managing support tickets, resolving issues at the first point of contact, and performing technical troubleshooting to enhance user experience.ResponsibilitiesManage and resolve support tickets within established response time targetsMaintain high ticket throughput while ensuring quality is not compromisedStrive for First Contact Resolution (FCR) to minimize user downtime and reduce escalation volumePerform deep-dive technical troubleshooting to identify root causes of system issuesEnsure all escalations to Level 2 or developments are accurate and comprehensive, including: Clear reproduction steps, Detailed impact analysis, Severity levels and relevant system logsTesting enhancements and bugs for monthly releasesSkillsProven experience in technical support or system analyst roleStrong troubleshooting skills and the ability to analyze system logsExcellent written and verbal communication skillsAbility to work in a fast-paced environment with a focus on throughput and efficiencyContribute to the internal knowledge base by documenting new resolutions and common workaroundsShare technical insights with the team to improve collective problem-solving capabilitiesSuggest system functionality improvements based on recurring user pain pointsCompany OverviewTristar Insurance Group provides excellent claims and risk management services to a variety of clients. It was founded in 1987, and is headquartered in Long Beach, California, USA, with a workforce of 501-1000 employees. Its website is https://tristargroup.net/.