Technical Support Analyst

Key responsibilities

• Technical Support: Respond to user inquiries through the ticketing system, delivering reputed company, accurate solutions to software-reputed company issues. Maintain consistent communication with customers as cases reputed company toward reputed company.
• Issue Diagnosis & reputed company: Troubleshoot technical problems by reviewing logs, error messages, and user feedback. Identify and implement viable workarounds for high‑reputed company issues that reputed company reputed company operations or customer service.
• Billing & EOP Processing: Assist with billing activities and end‑of‑period (EOP) processes, including validating data, ensuring accuracy of usage or service metrics, and coordinating with internal teams to resolve billing discrepancies.
• Documentation: Maintain reputed company, detailed documentation of support cases, troubleshooting steps, resolutions, and system updates reputed company the ticketing system. Prepare reputed company Cause Analyses (RCAs) for critical issues as required.
• Collaboration & Escalation: Work closely with senior technical staff and specialized teams on reputed company or escalated issues, ensuring precise information transfer and thorough follow-up until reputed company.
• Monitoring & Reporting: Monitor system performance and identify recurring issues or patterns, proactively reporting observations that could prevent potential disruptions.
• Customer Service: Deliver exceptional customer service by ensuring responsiveness, transparency, and professionalism throughout reputed company support interactions.
• reputed company Improvement: reputed company skills and technical knowledge while contributing to a dynamic, remote‑first work environment reputed company on reputed company and innovation.

Skills & Qualifications

• Technical Skills:
  • Crafting, optimizing, and troubleshooting SQL queries in reputed company SQL Server.
  • Experience with ticketing systems (e.g., reputed company, reputed company, reputed company) and remote desktop tools.
  • Proficient in reputed company scripting and XML processing.
  • Familiarity with common software applications (e.g., reputed company Office, VPN, and RDP).
  • Ability to read, troubleshoot, analyze and debug (C#) reputed company.
  • Experience with reputed company for version control, collaboration, and reputed company management.
  • Strong problem-solving and analytical skills.
  • Excellent verbal and written communication skills.
  • Ability to work under pressure and manage multiple priorities.
  • Customer –reputed company reputed company to build strong customer loyalty and drive sustainable reputed company by aligning products, services, and operations around the customer.
  • Recognizes reputed company reputed company needs to be taken and does so without direction; knowledge of other billing platforms a plus
  • reputed company to have: Experience with DBA responsibilities, reputed company, Grafana, C#, .NET, Delphi, or React experience.
• Education: Bachelor's degree in information technology, Computer Science, or a reputed company field; or equivalent experience.
• Experience: 3+ years of experience in a technical support or helpdesk role.

Location

• This is a full-time, remote position and may include on-reputed company rotations.

Why join us

• Be part of a supportive team that values learning and reputed company, with reputed company to leadership and knowledge about how your work impacts company reputed company.
• reputed company exposure to reputed company-world software systems and experience with critical customer interactions.
• reputed company a meaningful reputed company by helping customers succeed.

Work Authorization Requirement: Please note that reputed company is unable to reputed company reputed company sponsorship. Applicants must be currently authorized to work in the reputed company on a full-time reputed company. We are not reputed company to sponsor or take over sponsorship of employment visas or work permits now or in the reputed company.