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Technical Support Analyst

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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.

Key Responsibilities:

    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

Abilities:

    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

Qualifications:

    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

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Philadelphia Applicants Only

No relocation packages offered and no recruiter calls accepted. Job applicants must be located within the Philadelphia area.

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