Technical Support Analyst

ECR Software Corporation • Boone, NC

2d • Onsite

About The Position

The Technical Support Analyst provides support to ECRS customers by troubleshooting and resolving a broad range of application issues using remote support, documenting tickets, and identify bugs. This position requires that you work at least 3 quarterly after-hour on-call shifts.

Requirements

• Intellectually curious, hardworking, ethical, and energetic — thrives on solving problems.
• Live in Boone or near Boone and are willing to work in office 5 days a week.
• Basic IT skills and a genuine love for technology.
• Experience with technical help desk procedures, customer service, or retail operations.
• Basic knowledge in at least one of the following: installing, operating, testing, planning, and configuring relevant technologies.
• Intermediate to advanced root cause analysis and troubleshooting skills.
• Experience with PC hardware/software repair and correction.
• Basic understanding of retail environments and operations.
• Strong work ethic, professional attitude, and a team player.
• Strong written, verbal, and personal communication skills.
• Top-tier customer service skills with a drive to produce high-quality work.
• Ability to manage multiple priorities with flexibility to meet changing needs.
• ALL APPLICANTS MUST BE AUTHORIZED TO WORK IN THE UNITED STATES.

Nice To Haves

• Technical certifications are a plus: Qualified Integrated Reseller, CompTIA A+, CompTIA ITF, CompTIA Network+.
• Proficiency in Spanish is a plus.

Responsibilities

• Provide excellent technical support to ECRS customers by providing the fastest possible resolution while maintaining empathy, courtesy, and professionalism.
• Provide troubleshooting and root cause analysis services to ECRS customers with a current Support contract.
• Monitor support issues to report software inefficiency and trends.
• Analyze and support technical documentation.
• Work closely with the Team Leads, Escalation Manager, Development, QA, Sales, and other teams to ensure that we are delivering overall superior products and support to our customers.
• Model professionalism through conduct and attitude.
• Provide identification, prioritization, and resolution of customers' technical support issues.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed