We are looking for a Customer Technical Services Analyst II to join our team. In this role, you will provide expert technical support and services to our customers, acting as the primary point of contact for addressing complex inquiries, resolving technical issues, and ensuring a seamless experience across our products and services.
Responsibilities:
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Serve as the primary point of contact for customer technical inquiries and escalations.
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Analyze and resolve complex technical issues related to software, hardware, and network environments.
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Maintain accurate case records and service requests in the CRM/ticketing system.
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Collaborate closely with engineering, product, and quality teams to address root causes of recurring issues.
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Proactively communicate status and provide timely resolutions for customer incidents.
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Participate in testing and implementing new technical services and product improvements.
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Maintain up-to-date knowledge of company products, services, and technologies.
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Identify trends in customer issues and recommend process improvements.
Skills:
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Strong technical proficiency in computer hardware, networking, and software environments.
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Skilled in using CRM and ticketing platforms (e.g., ServiceNow, Jira).
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Excellent verbal and written communication abilities.
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Strong analytical and problem-solving skills.
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Ability to work in a team and independently under pressure.
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Commitment to delivering a high level of customer satisfaction and service excellence.
Preferred Candidate:
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3–5 years of experience in technical support or services roles.
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Bachelor’s degree in Computer Science, Information Technology, or a related field.
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Technical certifications (e.g., CompTIA, Microsoft, or ITIL) are a plus.
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Experience working with enterprise-level customers.
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Strong collaboration and multitasking abilities.