Customer Support Analyst

United States·FloridablancaContractmid

OtherCustomer Support Analyst

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Quick Summary

Key Responsibilities

Serve as the primary point of contact for production support requests; Receive, review, and triage incoming service desk tickets; Communicate directly with end users to gather additional information,

Requirements Summary

Serve as the primary point of contact for production support requests; Receive, review, and triage incoming service desk tickets; Communicate directly with end users to gather additional information,

Technical Tools

OtherCustomer Support Analyst

2+ years of experience supporting tier 1 and tier 2 enterprise software applications;
Experience working within a Help Desk, Service Desk, or IT Support environment;
Experience using ticket management systems such as ServiceNow, Azure DevOps, Jira, Remedy, or similar platforms;
Strong analytical and troubleshooting with excellent verbal and written communication skills;
Demonstrated ability to work effectively with both technical and non-technical users;
Ability to prioritize multiple competing requests in a fast-paced production environment; and
Experience documenting business and technical issues in a clear, concise manner.
Preferred Qualifications - Knowledge of IT Service Management (ITSM) principles, incident management, problem management, change management and large-scale deployments

Responsibilities

~1 min read

→Serve as the primary point of contact for production support requests;
→Receive, review, and triage incoming service desk tickets;
→Communicate directly with end users to gather additional information, clarify reported issues, and document business impacts;
→Analyze reported problems to determine severity, priority, and appropriate assignment;
→Resolve routine issues using documented procedures and knowledge articles;
→Create detailed vendor support tickets for software defects requiring third-party resolution;
→Assign and coordinate work with internal teams and vendors;
→Monitor support tickets through resolution while ensuring established SLA's are met;
→Maintain accurate documentation within the incident management system;
→Identify recurring issues and recommend opportunities for process improvement;
→Assist with production releases, validation activities, and post-implementation support;
→Prepare reports on support trends, recurring incidents, and production health;
→Execute Tier 1 and 2 technical troubleshooting;
→Conduct technical root cause analysis on recurring incidents.