Senior Support Analyst
Job title: Senior Support Analyst in Austin, TX at Dynatouch Corporation
Company: Dynatouch Corporation
Job description: 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
Expected salary:
Location: Austin, TX
Apply for the job now!
Apply Now
Company: Dynatouch Corporation
Job description: 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
Expected salary:
Location: Austin, TX
Apply for the job now!
Apply Now