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Technical Support Analyst (Fulltime | Remote)

US, Remote


SaaS company is seeking a Technical Support Analyst with a knack for problem-solving and a passion for customer satisfaction. The Analyst will play a pivotal role in supporting both internal and external customers, handling escalated issues, providing application training, and advocating for product improvements. Collaborating closely with Front Line Support, Account Management, and Engineering teams, you'll be instrumental in ensuring the success and maturity of the platform.

Responsibilities
  • Gain expert knowledge of Logitix software solutions and become proficient in troubleshooting and resolving escalated "Tier 2 issues".
  • Serve as a liaison between support and engineering teams to facilitate issue resolution and provide timely updates to customers.
  • Own subject matter expertise for a specific product or tool, managing documentation, user training, and issue management.
  • Assess the impact of support issues and prioritize them accordingly, collaborating with stakeholders to ensure timely resolution.
  • Communicate timelines and expectations for development fixes to customers and internal teams.

Who You Are
  • A creative problem solver with a positive attitude.
  • Tech-savvy with experience and interest in web technologies, databases, or software development (a technical degree is NOT required, but a technical curiosity is necessary)
  • Comfortable testing and experimenting to find solutions.
  • Innovative thinker with strong organizational and multitasking skills.
  • Excellent written and verbal communication skills.
  • Ideally, have experience in the primary or secondary ticketing industry (not required but a plus!).

 

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