Technical Support Analyst

JOB SUMMARY / DESCRIPTION

The Technical Support Analyst is responsible for providing exceptional support to ECRS customers by troubleshooting and resolving a wide range of software and hardware issues through remote support. This role involves documenting support tickets, identifying bugs, and ensuring the fastest possible resolution while maintaining empathy, courtesy, and professionalism. The analyst will process and manage support tickets in alignment with ECRS policies and standards, delivering excellent technical support to meet customer needs.

RESPONSIBILITIES

• Offer troubleshooting and root cause analysis services to customers with a current support contract, and identify, prioritize, and resolve technical support issues.
• Monitor support issues to report software inefficiencies and trends.
• Communicate with customers and colleagues using the ECRS help desk portal by providing ticket updates at every turn, including but not limited to troubleshooting steps completed, customer requested information, and delivery expectations.
• Monitor support issues to report software inefficiencies and trends.
• Work closely with Team Leads, Escalation Managers, Development, QA, Sales, and other teams to ensure superior products and support for customers.
• Use accounting software to complete replacement orders and return authorizations.
• Remotely install hardware by utilizing ECRS-provided documentation, as well as manufacturer diagnostic and installation programs, to resolve issues or complete installations.
• Coordinate with on-site partners to provide on-site support for hardware installation and troubleshooting.
• Analyze, support, and refine technical documentation.
• Work at least one week on-call each quarter, non-consecutively.

QUALIFICATIONS

• Intellectually curious, hardworking, ethical, and energetic - thrives on solving problems.
• Live in Boone or near Boone and are willing to work in office 5 days a week.
• Basic IT skills and a genuine love for technology.
• Experience with technical help desk procedures, customer service, or retail operations.
• Basic knowledge in at least one of the following: installing, operating, testing, planning, and configuring relevant technologies.
• Intermediate to advanced root cause analysis and troubleshooting skills.
• Experience with PC hardware/software repair and correction.
• Basic understanding of retail environments and operations.
• Strong work ethic, professional attitude, and a team player.
• Strong written, verbal, and personal communication skills.
• Top-tier customer service skills with a drive to produce high-quality work.
• Ability to manage multiple priorities with flexibility to meet changing needs.
• Technical certifications are a plus: Qualified Integrated Reseller, CompTIA A+, CompTIA ITF, CompTIA Network+.
• Proficiency in Spanish is a plus.

ALL APPLICANTS MUST BE AUTHORIZED TO WORK IN THE UNITED STATES.

ABOUT ECRS:

ECRS is a fast-paced, progressive technology company with a wide range of opportunities for quality-oriented, career-minded individuals. Geographically situated in the heart of the Blue Ridge Mountains, ECRS offers the unique opportunity high-tech career in a resort college town setting. The ECRS family is made up of energetic, outgoing professionals who love what they do for a living. They are courteous, knowledgeable people who strive for excellence in everything they do. ECRS employees work together in dynamic teams to create, sell, install, and support our best-in-class retail automation solutions.

We believe that acceptance of diversity is a key reason as to why we're successful. All qualified applicants who can demonstrate integrity and competence will receive consideration for employment and advancement without regard to race, color, religion, gender, sexual orientation, disability, age, political affiliation, or national origin.