Technical Support Analyst

Rosemont, United States
Posted February 01
If you are interested in this opportunity, please email your resume to

Job Details

The Technical Support Analyst will be responsible for all first-level contact via chat, tickets, and e-mail support services to enable our customer base to successfully maximize the use of our platform. Technical Support Analyst will also serve as a strategic advisor to customers and provide answers about product functionality.

What you will be doing:

Strives to achieve a high degree of customer satisfaction by maintaining a high percentage of first call resolution;
Providing advanced Excel Reports, data aggregation and extraction of data;
Provide superior customer service through ticketing support system (i.e. Freshdesk, Zen Desk, etc.) and live chat;
Partnering with Account Managers /Technical Account Managers to help achieve Client Success Department Goals by participating in internal projects, strategy, and training;
Achieve a high degree of customer satisfaction by resolving customer issues within established timeframe within Service Level Agreements (SLA);
Works in a team environment and consults co-workers and procedures to optimize problem resolution.;
Assists with documenting technical processes and procedures utilized by the team and its customers;
Logs, documents and closes customer incidents/requests through call tracking software and in accordance with established procedures.
The Ideal Candidate:

Advanced skills in Excel and PowerPoint;
Previous experience in a customer service environment;
Outstanding verbal and written communication skills;
Ability to multi-task;
Ability to work in a fast-paced environment with multiple projects under tight deadlines;
Must be a team player and build strong working relationships across all functions;
Experience with SEO Analytics (i.e. Omniture, Core Metrics, Google Analytics, etc.).

If you are interested in this opportunity, please email your resume to