Tech Support analyst - Associate Software Technician
About The Position
The Tech Support Analyst provides customer service, problem resolution, and technical troubleshooting for customer queries received through voice-based phone support. The role uses basic troubleshooting processes, validates reported issues, records critical details in a ticketing system, and consults Knowledge Base articles. It also uses remote tools to access customer PCs or workstations to investigate probable causes. Issues that cannot be resolved within established guidelines are escalated to the appropriate group for corrective action. The analyst is accountable for maintaining defined call metrics, including tickets resolved, average call wait times, and average handle time, and for maintaining login hours in accordance with contractual Service Level Agreements. This is a hybrid role based in Tampa, Florida. The position is described as an experienced professional role, with a stated minimum of 1–2 years of applicable experience. The posted base compensation range is $29,973–$60,014. Regular, full-time employees may receive a benefits package based on local policy and eligibility, including paid time off and holidays, medical, dental, and vision coverage, retirement savings plans, life and disability insurance, and employee assistance programs.
Requirements
- Minimum of 1–2 years of applicable experience.
- Two years of work experience supporting customers remotely in a technical environment.
- Two years of work experience in a technical call center, IT Help Desk, or equivalent technical support role.
- Basic network troubleshooting skills.
- Experience working with Point of Sale (POS) systems.
- Experience with ticketing systems.
- Experience with remote access software.
- High school diploma or GED.
Responsibilities
- Provide customer service, resolve problems, and troubleshoot technical queries through voice-based phone support.
- Use basic troubleshooting processes to validate issues, record critical details in the ticketing system, and use Knowledge Base articles.
- Use remote tools to access a customer’s PC or workstation and investigate probable causes of problems.
- Escalate issues that cannot be resolved within established guidelines to the appropriate group for corrective action.
- Maintain defined call metrics, including tickets resolved, average call wait times, and average handle time.
- Maintain login hours based on contractual Service Level Agreements.
Benefits
- Paid time off, including vacation, company-paid holidays, personal days, and sick leave, subject to employee grade and policy.
- Medical, dental, and vision coverage, subject to local policy and eligibility.
- Retirement savings plans, such as a 401(k) in the U.S. or RRSP in Canada.
- Life and disability insurance.
- Employee assistance programs.
- Other benefits as provided by local policy and eligibility.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
