Log In
Sign Up
Job Description
Tech Support Analyst Responsibilities: ? Provide Tier 2 and above support on incident responses and resolutions. Manage frontline email and chat queries and support for customers. Research, diagnose, troubleshoot and identify solutions to resolve system issues. ? Review product issues and feature requests escalated to your office, ensure unresolved issues are assigned to appropriate internal teams. ? Manage unexpected outages and downtime. Restore the application and service operation as quickly as possible to minimize the impact to customer business operations. ? Provide prompt and accurate feedback to customers; ensure all issues are properly logged. Track and provide updates on support issues in alignment with the CRM software. ? Collaborate and coordinate with internal teams for deployment of application upgrades and enhancements ? Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams. ? Conduct trial and pretrial consultations with qualified potential customers as assigned. Handle phone calls, product demonstrations, and customer walk through as required. ? Collate, prioritize, and elaborate on bugs and improvements so they are more easily actioned. ? Work with designed guidelines, framework and instructions in order to set up a system or fix a fault. ? Provide prompt and accurate feedback to appropriate internal teams and customers. Follow up with clients to ensure their IT systems are fully functional after troubleshooting. ? Handle other IT Security and other related initiatives. Business Insight ? Provide analysis of issue logs in order to discover any underlying issues or trends. Collaborate with the Tech Development Team towards improved service delivery
Keyskills :
