Technical Support Analyst I

About the position

We are looking for a Technical Support Analyst who will be responsible for helping to identify, document and execute operational requirements or tasks which feed the business cycle, providing quality assurance, continuous improvement and operational continuity. This position is part of a team that focuses on the customer operations and continuous improvement of processes and services.

Responsibilities

• Provide Level 2 Support to customers - resolving technical issues / error messages encountered by customers and/or monitoring applications in a live production environment.
• Appropriately handling all customer issues including troubleshooting and providing feedback to the customer.
• Meets with clients or internal teams to gather and document business requirements and/or tasks.
• Primary contact point for client's business interests and work toward resolution of issues.
• Assumes overall responsibility for defining a solution that matches client's business needs.
• Develop and maintain documentation for all client and/or internal processes and procedures.
• Lead testing efforts for projects that introduce new systems and technologies into the contact center.
• Responsible for acting as liaison with technical groups to ensure business needs are met fully with technological solution.
• Responsible for working with internal teams to determine production impact of process implementations.
• Ensure compliance with SLAs and OLAs.

Requirements

• Have a degree or Diploma in Information Technology, Computer Science or Engineering.
• Experience with Unix Databases, create & modify shell scripts, basic system administration, monitor performance using standard utilities.
• Knowledge of Oracle SQL command is necessary, PL/SQL.
• Understand end-to-end systems and interfaces.
• Strong written/verbal communications and interpersonal skills.
• Ability to work independently and in a customer environment.
• Analyze solutions for customer requirements.
• Understanding of configuration and release management processes, procedures and practices.
• Ability to troubleshoot issues discovered in automated processes.
• Telecommunications experience would be an advantage.
• Experience in trouble ticket management.
• Linux experience. Certificates such as LPI would be a differential.

Benefits

• Work from Home, in-office, or hybrid.
• Employee Belonging Groups.
• Healthcare: Dental, Medical, and Vision.
• Paid Vacation, Volunteer, and Holiday Time Off.
• And so much more!