Associate, IT Customer Support Analyst

Title:

Key Responsibilities:

Customer Support: Respond to customer inquiries, concerns, and technical issues via phone, email, or live chat. Provide prompt, friendly, and efficient assistance.

Technical Troubleshooting: Diagnose and troubleshoot hardware, software, and network problems, and provide clear instructions for resolving these issues. Escalate more complex issues to senior technical staff if necessary.

Ticket Management: Log, track, and prioritize customer issues using a ticketing system. Ensure tickets are resolved within agreed service level agreements (SLAs).

Product and Service Support: Assist customers with setting up, configuring, and using software, hardware, or IT-related services. Provide guidance on system installation, updates, and upgrades.

Knowledge Base Management: Contribute to and maintain internal documentation and customer-facing knowledge bases (FAQs, troubleshooting guides, etc.).

Customer Education: Educate customers on how to use IT products and services effectively. Provide training or resources as needed to improve their technical understanding and user experience.

Qualifications:

• Education: High school diploma or equivalent required; Associate’s or Bachelor’s degree in Information Technology, Computer Science, or related field preferred.
• Experience:
  • Previous experience in a customer support role, particularly in IT or technology-related support, is preferred.
  • Familiarity with helpdesk or ticketing systems (e.g. ServiceNow,) is a plus.
• Technical Skills:
  • Solid understanding of common operating systems (Windows, macOS, Linux) and productivity software (Microsoft Office, Google Workspace, AWS).
  • Knowledge of hardware troubleshooting, network connectivity issues, and software installation.
  • Familiarity with remote desktop tools and IT support tools is a plus.

• Soft Skills:
  • Strong communication skills with the ability to explain technical concepts to non-technical users.
  • Excellent problem-solving and analytical skills.
  • Patience, empathy, and a customer-first mindset.
  • Ability to work in a fast-paced environment and handle multiple tasks simultaneously.

Physical Requirements:

• Ability to work in an office.
• Ability to work flexible hours as required, including after-hours support if necessary.