Technical Customer Support Analyst II

Brink's Inc • Louisville, KY

8d

About The Position

The Technical Customer Support Analyst II develops and executes post-sale technical support and customer issue resolution deliverables for defined initiatives, partnering with stakeholders to solve routine-to-moderately complex issues. Applies working knowledge to manage multiple priorities and improve outcomes within established guidelines. Typical work includes incident tickets, service requests, troubleshooting steps, and issue resolution, root-cause notes, known-error articles, and support knowledge materials, and coordination with vendors, engineers, or infrastructure teams for escalated issues.

Requirements

• 2+ years of experience in post-sale technical support and customer issue resolution or a closely related field.
• Experience managing deliverables, priorities, and stakeholder needs within a structured business environment.
• Ability to communicate clearly, learn quickly, and deliver accurate work while balancing multiple priorities.
• Technical Support
• Troubleshooting
• Incident Management
• Root Cause Analysis
• Data Analysis

Nice To Haves

• advanced degree or relevant certification preferred

Responsibilities

• Execute complex work tied to incident tickets, service requests, troubleshooting steps, and issue resolution, applying functional knowledge, analysis, and sound judgment.
• Develop and maintain device setup, software deployment, access provisioning, and user support documentation to support reliable execution, reporting, and decision making.
• Partner with stakeholders on root-cause notes, known-error articles, and support knowledge materials, clarifying requirements, timelines, and dependencies.
• Prepare insights, recommendations, or action plans based on service-level metrics, ticket backlogs, and recurring issue trend analysis.
• Improve performance and reduce risk by strengthening coordination with vendors, engineers, or infrastructure teams for escalated issues and related processes.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level