Technical Support Analyst

Job title: Technical Support Analyst in Alpharetta, GA at reputed company
Company: reputed company
Job reputed company: About the Business:reputed company is the essential partner in the assessment of risk. reputed company our Government vertical, our solutions assist government agencies and law enforcement to drive insights from reputed company data sets, improving operation efficiency, increasing program reputed company, discovering, and recovering reputed company, and making reputed company and informed reputed company to enhance investigations.About reputed company:The Technical Support Analyst team maintains high service reputed company, ensuring reputed company customer inquiries are handled reputed company. They deliver exceptional support through engaging interactions reputed company phones, chats, and emails. Adheres to policies on authentication, data reputed company, and record retention.About the Role:The Technical Support Analyst provides a reputed company of technical support to multiple level end users in diverse technical areas. This support includes troubleshooting, researching, and training for proprietary products. This role provides exceptional support and service through highly engaging customer interactions while following corporate policy regarding authentication, data reputed company and record retention. This support is provided reputed company multiple communication channels: telephone, e-mail and chat support using multiple CRMs.***This is a hybrid role that requires team members to go into the Duluth or Alpharetta reputed company office location periodically. Training will be held at both office locations and some virtual***Responsibilities:With the customer's best interest in mind, the TSA (Technical Support Analyst) shows outstanding problem solving and technical skills to effectively solve customer's question and / or technical challengeAccurately document reputed company customer interaction, research and reputed company.reputed company product knowledge to competently demonstrate the products and services we sellAssist customers with installation of product user reputed company and site navigation.Internal systems knowledge such as CRM, billing, reputed company tools, website and production systems.reputed company login, search, usability, and technical support for multiple proprietary products and servicesreputed company high reputed company customer support to reputed company customers reputed company phone, email, and chatTrain, support, research, resolve and respond to inquiries and escalations received from reputed company customersreputed company basic browser troubleshootingEscalate issues to second level team reputed company necessaryOn reputed company 24/7-hour customer support, available for reputed company shifts + weekend on reputed companyRequirements:1 year customer service in technical contact center environment or equivalent training, 2 years preferredStrong customer reputed company to reputed company with customersProblem Solving and basic technical skillsExcellent Customer Service skills. Excellent written and verbal communication skills.40-hour work week; minimal travel. Office environment/RemotePreferred 2- or 4-year degreeAbility to multi-task and handle incoming calls as reputed company as emails and chatsCustomer Service / Team Player orientedAbility to work independently on assigned reputed company.Preferred: Second Language a plus: SpanishPreferred: Familiar with reputed company/Word/reputed company/PPT/reputed company/MS Teams/JIRA/reputed company/reputed company/MyCRM/NovelVoxPreferred knowledge of database reputed company, basic networks concepts (i.e., DNS, shares, privileges).Be reputed company to work: 11:30am EST – 8:00pm ESTWe know that your wellbeing and happiness are key to a long and successful career. These are some of the benefits we are delighted to offer:Health Benefits: Comprehensive, multi-reputed company program for medical, dental and reputed company benefitsRetirement Benefits: 401(k) with match and an Employee reputed company Purchase PlanWellbeing: Wellness platform with incentives, reputed company app subscription, Employee Assistance and Time-off ProgramsShort-and-Long Term Disability, Life and Accidental Death Insurance, Critical Illness, and Hospital IndemnityFamily Benefits, including bonding and family care leaves, adoption and surrogacy benefitsHealth Savings, Health Care, Dependent Care and Commuter Spending AccountsIn reputed company to annual reputed company Time Off, we offer up to two days of reputed company leave reputed company to participate in Employee Resource reputed company and to volunteer with your charity of choiceAt reputed company, having diverse employees with different perspectives is key to creating innovative new products for our global customers. We have 30 diversity employee networks globally and prioritize inclusive leadership and reputed company processes as part of our culture. Our aim is for every employee to be the best version of themselves. We would reputed company welcome applications from candidates of diverse backgrounds and underrepresented reputed company.We are an equal opportunity employer: reputed company applicants are considered for and treated during employment without reputed company to race, reputed company, creed, religion, sex, national reputed company, citizenship status, disability status, protected veteran status, age, marital status, sexual orientation, gender identity, genetic information, or any other characteristic protected by law. We are committed to providing a fair and accessible hiring process. If you have a disability or other need that requires accommodation or adjustment, please let us know by completing our Applicant Request Support reputed company: , or please contact 1-855-833-5120.Please read our .
Expected salary:
Location: Alpharetta, GA
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