Technical Customer Support Analyst

Storage Solutions Inc•Erlanger, KY

2d•Hybrid

About The Position

Reporting to the Director of Operations, the Technical Customer Support Analyst plays a critical role in supporting client end users by diagnosing system issues, identifying root causes, and ensuring timely resolution. This position serves as a key liaison between clients and internal teams, helping to maintain system performance, improve customer experience, and support 24/7 operational needs. This is a hybrid role, with flexibility to support clients across many time zones.

Requirements

Strong analytical and problem-solving skills with the ability to interpret data and identify trends
Excellent verbal and written communication skills
Detail-oriented with a strong commitment to accuracy and documentation
Ability to work independently as well as collaboratively with clients and on-site support members
Ability to remain adaptable, self-motivated, and customer-focused in a fast-paced environment
1+ years of experience in a customer support, help desk, or inbound/outbound call environment

Nice To Haves

Bachelor’s degree in Computer Science, Warehouse Management, or a related field preferred

Responsibilities

Serve as a primary point of contact for client end-user issues, providing timely and professional support
Document issues, root-cause analysis, and resolutions in internal systems
Monitor system performance to ensure systems and processes are operating efficiently
Follow up with customers to confirm resolution and satisfaction
Analyze issues and escalate to the appropriate internal teams when necessary
Communicate clearly and effectively with cross-functional partners to drive resolution
Maintain and contribute to internal knowledge base documentation
Identify recurring issues and opportunities to improve system performance and customer experience
Update internal databases with accurate and detailed issue tracking information
Provide support across U.S. time zones, including weekends, to meet 24/7 client support needs as required
Perform additional tasks to support organizational and operational priorities