T1 Technical Support Analyst

Quilt Software•Provo, UT

9d•Onsite

About The Position

Quilt Software provides industry-specific software solutions to local retail businesses. The Technical Support Analyst provides phone and email support to customers using the company’s point-of-sale software and hardware. The role involves becoming an expert in Quilt’s products and helping customers operate and manage their stores. The ideal candidate is a technical problem solver who applies critical thinking to resolve issues efficiently while providing high-quality customer service, and is eager to grow and learn. This is an onsite position in Provo, Utah.

Requirements

Experience troubleshooting PC hardware.
Strong written, telephone, and interpersonal communication skills.
Excellent customer-service skills and the ability to build and maintain customer relationships.
A growth mindset and willingness to keep learning.
Advanced knowledge of Windows operating systems, including Windows 10 Pro, Windows 11 Pro, and Windows Server 2016.
Experience with network protocols, switches, and firewall configuration.
Must be authorized to work for any employer in the United States; the company cannot sponsor or take over sponsorship of an employment visa.

Responsibilities

Resolve customer problems quickly and think on your feet.
Answer phone calls and respond to emailed support tickets while maintaining service-level agreements (SLAs).
Maintain lab environments to test software updates and attempt to reproduce issues and potential bugs.
Maintain product and training documentation.
Troubleshoot technical problems in Windows and SQL Server.
Troubleshoot PC hardware, printers, cash drawers, scanner scales, and network firewalls.