Your Dream Job Awaits
Join a team of passionate data technology professionals and grow your career with a company that is making waves, disrupting the subscription industry with an innovative suite of digtial products.
Do you have strong customer service skills and a deep love for technology? Then apply for Marketing G2's Technical Support Analyst position!
The Technical Support Analyst is responsible for managing all aspects of inbound customer support, primarily through email, phone calls, and our customer service software. The Technical Support Analyst must understand core client technologies and how they interact with our Customer Engagement Platform.
Monitoring the resolution of all support tickets within SLA guidelines
Identifying and recommending remediation steps for events and incidents
Tracking work items through development and QA
Escalating production support concerns to management
Developing and implementing test cases for problem resolution
Performing functional, regression and user acceptance testing
Performing quality assurance testing on new implementations and enhancements
Additional process development, documentation, and quality assurance assistance as necessary
Identify complex problems and review related information to develop and evaluate options and implement solutions
Determine how a system/software solution should work and how changes in conditions, operations and the environment will affect outcomes
Well-organized and logical approach and strong skillset for documenting and developing processes
Excellent listening and communication skills, as Client users are both technical and non-technical, to diagnose problems and assign them as necessary for resolution
A proven ability to use logic and reason to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems
Strong technical skills; experience with Zendesk and knowledge of SQL helpful; willingness to learn new technologies
Experience with billing systems and support; ability to troubleshoot problems with payments, credits, balances, and invoices
A self-starter, unafraid to ask questions, seek out new responsibilities and dive headlong into new challenges