Technical Support Analyst - Onsite

Northwestern Mutual • Milwaukee, WI

2h • Onsite

About The Position

This role involves providing advanced domain-specific technical support to customers by troubleshooting and resolving incidents related to technology products and services. The ideal candidate will work on issues of moderate complexity, contribute to the knowledge base, and collaborate with cross-functional teams to ensure timely resolution.

Requirements

• Bachelor's degree in computer science, information technology, management information systems, or related field; or direct work experience
• Minimum of 1 year of professional experience, with at least one year in the information technology field
• Experience in a customer support role (technical or non-technical)
• Strong analytical troubleshooting and system analysis skills
• Customer-centric mindset with a passion for learning and building on core technical and business knowledge
• Strong interpersonal skills, both verbal and written
• Self-motivated and able to work self-directed in a collaborative environment
• Technical and business aptitude for the area supported

Nice To Haves

• Basic SQL knowledge
• Experience with Data Analysis
• Familiarity with system monitoring tools

Responsibilities

• Follow customer support processes and best practices to open and resolve customer incidents and requests
• Properly document incident details including customer perceived issue, customer goal, incident type, business application, work updates, and resolution notes
• Respond to customer inquiries and provide prompt expert solutions to their complex technical issues
• Analyze and diagnose common and moderately complex issues using knowledge bases and troubleshooting tools
• Independently contribute to the knowledge base by updating and creating support articles
• Identify recurring customer-facing trends and pain points to follow the problem management process
• Collaborate with cross-functional teams, including Tier 1, Tier 2, and Tier 3 (engineering), to escalate and coordinate the resolution of issues

Benefits

• Access to hundreds of clients, most who have been working with Genesis10 for 5-20+ years
• The opportunity to have a career-home in Genesis10; many of our consultants have been working exclusively with Genesis10 for years
• Access to an experienced, caring recruiting team (more than 7 years of experience, on average)
• Behavioral Health Platform
• Medical, Dental, Vision
• Health Savings Account
• Voluntary Hospital Indemnity (Critical Illness & Accident)
• Voluntary Term Life Insurance
• 401K
• Sick Pay (for applicable states/municipalities)
• Commuter Benefits (Dallas, NYC, SF, and Illinois)

What This Job Offers

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