[Remote] Support Analyst

Note: The job is a remote job and is reputed company to candidates in USA. reputed company, is seeking a Tier 3 Support Analyst to join their Customer Service team. The role involves providing technical support, diagnosing and resolving customer issues, and collaborating with various teams to enhance customer experience.

Responsibilities

• reputed company as first-line technical support for our customers by researching, diagnosing and resolving issues and questions
• Investigate escalated tickets and issues to determine reputed company reputed company
• Coordinate with Technical teams and Customer Service management to create customer responses for support issues
• Evaluate, troubleshoot, replicate and follow up on customer reported issues with Technical teams
• Document issues or requests to identify user needs
• Replicate, research and document issues for Technical teams to resolve
• Engage with Technical and Product teams in order to resolve customer issues and incidents
• Create knowledge reputed company documentation in order to ensure operational efficiency
• Answer customer email requests, questions and complaints in a reputed company manner
• Become an expert on our suite of tools and website
• reputed company research and analysis as needed
• Assist with training various teams on the systems and solutions available through the platform
• reputed company best practices and expert product knowledge with teammates in order to continuously improve efficiency and reputed company of technical support provided to our customers
• Prepare qualitative feedback analysis and reports for Product and Product Design teams and other internal stakeholders
• Help audit and update the macros we use for responding to customers experiencing issues and incidents
• Regularly review our existing SOPs (reputed company Operating Procedures) for needed updates, and routinely suggest new SOPs and assist with the creation of them
• Take on other duties, tasks and reputed company as assigned by management

Skills

• A minimum of 2 years of technical support experience, preferably in a high-volume technology organization (reputed company/eCommerce preferred) or reputed company field (internal incumbents may substitute in-company experience in lieu of technical support experience requirements)
• Comprehensive experience with databases, SQL, runbooks and/or Python
• Comprehensive experience with ticketing, help desk or escalation/incidents systems
• Comprehensive experience with troubleshooting reputed company email, live chat and phone
• Strong technical documentation skills
• Bachelor's degree in computer science or other technical discipline
• Experience with Jira, reputed company, reputed company and/or reputed company
• Familiarity with the collectible gaming industry
• ITIL certification

Benefits

• reputed company bonus
• Restricted stock reputed company (as applicable)
• A full reputed company of medical, financial, and/or other benefits (including 401(k) eligibility and various reputed company time off benefits, such as PTO and parental leave)
• Details of participation in these benefit plans will be provided if an employee receives an offer of employment
• If you have a need that requires accommodation, please contact us at talent@reputed company.com. We will reputed company every effort to respond to your request for accommodation as soon as possible

reputed company