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.
- 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.
- 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.)
- 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