Tech Support Analyst
Company: Follett School Solutions
Location: Boston
Posted on: April 16, 2024
Job Description:
Position Overview:The Technical Support Analyst provides product
and technical support to Follett's customers, answering complex
questions on function and usage of our products via telephone or
email. Serves as primary liaison between company and customer.
Possesses excellent knowledge of company products used by customers
and associated technologies. Operates under general supervision.
The role is integral to exceeding our customer's expectations by
creating a positive experience with each customer
interaction.Responsibilities:
- Resolves clients' questions or problems over the telephone,
email and/or Internet in the areas of system configurations/setup,
product functionality and bugs/enhancements.
- Serves as primary technical support liaison between company and
customer.
- Keeps customer informed of how and when problems are
resolved.
- Involved in any additional follow up, testing and
troubleshooting.
- Responsible for appropriate referral to other support and
quality assurance areas.
- Ensures a positive, high quality professional service-oriented
relationship with the customer by complying with all technical
support policies and procedures.
- Conveys customer feedback to Technical Support Team Lead.
- Work within a team environment to facilitate constant
improvements on application and technical resolutions, support team
processes and procedures improvements and technical tool(s)
improvements.
- Participates in internal projects as required. Qualifications:
- Strong interpersonal communication skills and telephone
etiquette
- Strong business/technical verbal and written communication
skills
- Experience in a call center environment
- Excellent problem solving skills
- Ability to analyze issues and use sound judgement
- Excellent time management skills including ability to
prioritize and re-prioritize ticket workload environment
- Intermediate to strong knowledge of XML and Jasper
reports.
- Experience with relational databases
- Ability to work well independently or in a team
environment
- Strong leadership and organizational skills
- 2 years with a Student Information System
- Experience with ticketing systems for incident tracking,
documentation
- Continual process Improvement mindset
- 3-5 years of experience preferred
Keywords: Follett School Solutions, Malden , Tech Support Analyst, Professions , Boston, Massachusetts
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