Job Title:Technical Support AnalystJob DescriptionDo you like solving complex problems? Are you an analytical thinker with a knack for non-linear logic? Do you enjoy interacting with people? Our client is looking for a Technical Support Analyst who can provide technical user support for one of core internal business tools.Responsibilities Main Responsibilities:● Provide technical support to users of internal business tools● Optimize existing processes, identify areas for improvement, measure progress ● Create and maintain technical documentation for support and tools integration● Manage time effectively with minimal supervision to deliver complex projects on-time● Document technical processes for training purposes● Meet SLA requirements for problem resolutionAdditional Responsibilities:● Serve as primary point of contact and provide regular updates● Train and coach a small team of Technical Support Analysts● Ensure that Technical Support Analysts meet productivity, customer satisfaction, and quality service level agreements / key performance indicators● Collaborate on building process / procedures associated with triagingQualifications Minimum qualifications:● BS degree (CS or equivalent technical degree - Manager is open to considering candidates with 3+ additional years of experience in lieu of degree)● 3+ years experience in previous front line support role● Experience with SQL● Provided technical support to a medium to large team● Excellent written and verbal communication skills (English)● Working knowledge of how databases functions● Experience triaging and escalating bugs and ticketsPreferred qualifications:● Experience in process documentation● Experience with cloud-based web applications● Demonstrated knowledge of relational database design and usage● Salesforce admin certified● Management or leadership experience● Proven ability to turn frustrated customers into happy customersLocation:USA, GA, Work-at-HomeLanguage Requirements:Time Type:Full timePhysical & Mental Requirements: While performing the duties of this job, the employee is regularly required to operate a computer, keyboard, telephone, headset, and other office equipment. Work is generally sedentary in nature.If you are a California resident, by submitting your information, you acknowledge that you have read and have access to the Job Applicant Privacy Notice for California Residents (https://www.concentrix.com/resource/job-applicant-privacy-notice-for-california-residents/)Concentrix is an Equal Opportunity/Affirmative Action Employer including Disabled/Vets.For more information regarding your EEO rights as an applicant, please visit the following websites:English (https://www.eeoc.gov/sites/default/files/2023-06/22-088EEOCKnowYourRights6.12.pdf)Spanish (https://www.eeoc.gov/sites/default/files/2023-06/22-088EEOCKnowYourRightsSp6.12.pdf)To request a reasonable accommodation please click here (https://jobs.concentrix.com/global/en/reasonable-accomodation) .If you wish to review the Affirmative Action Plan, please click here (https://jobs.concentrix.com/global/en/affirmative-action) .
Full-time