Associate, IT Customer Support Analyst

About the Role

We are looking for a proactive and customer-focused Associate, IT Customer Support Analyst to join our team. In this role, you will be the first point of contact for customers who need assistance with technical issues. You will provide remote and on-site support, troubleshoot hardware and software problems, and guide users through resolving issues with technology products and services.

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.

Requirements & Tech Stack

• 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.
• Tools: Familiarity with helpdesk or ticketing systems (e.g., ServiceNow) is a plus.

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.
• 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.