Technical Support Analyst

23 days ago

Job Description

Key Responsibilities:

Offer immediate assistance through phone or live chat, prioritizing professionalism, empathy, and customer satisfaction.
Establish trust with users through active listening and clear communication.
Address issues directly or escalate as needed while managing expectations.
Maintain professionalism during challenging situations.
Ensure a positive experience in every customer interaction.
Document all support activities in the ticketing system, detailing problems, troubleshooting, and solutions.
Create precise documentation for use by colleagues, users, and escalation teams.
Use appropriate tone in written communications to facilitate effective exchanges.
Promptly update users on ticket status and resolutions.
Deliver high-quality support for software, hardware, and infrastructure components.
Conduct incident assessment, research, training, resolution, and recovery.
Utilize diagnostic tools and system knowledge to efficiently resolve issues.
Install, update, clean, or repair hardware and software as needed.
Manage multiple requests through chat and call platforms efficiently.

Additional Expectations:

Show flexibility by supporting variable shifts, including holidays, overtime, and weekends.
Continuously pursue self-improvement and operational efficiency.

Qualifications:

High school diploma or GED required.
Preferred: 2-5 years of customer support experience via phone and chat, or equivalent education and experience.
Strong interpersonal skills, empathy, and communication abilities in a fast-paced environment.
Excellent customer service and verbal and written communication skills.
Strong problem-solving and critical-thinking skills.
Self-motivated with the ability to work independently and manage tasks under pressure.
Technical aptitude for supporting a wide range of IT systems and applications.
Proficient in basic computer skills, including typing, email, and navigating Windows systems.
Responsible for providing high-quality end-user technical support for enterprise software and hardware.
Understanding of technology to support existing systems effectively.
Experience in investigating, diagnosing, resolving, and recovering from hardware/software issues.
2-5 years of relevant work experience in a fast-paced, high-tech environment.

Location	South Jordan, UT
Industry	Staffing/Employment Agencies
Company Size	50 to 99 employees
Year Founded	2002
Website	https://phaxis.com/

We stand for PERSEVERANCE, as we refuse to quit when the journey gets tough. Your gold is our mission, and we search day and night to find it.

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