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User Support Analyst

All Lines Technology

Pittsburgh, PA

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JOB DETAILS
JOB TYPE
Full-time
SKILLS
Analysis Skills, Communication Skills, Customer Relations, Customer Support/Service, Detail Oriented, Establish Priorities, Frequently Asked Questions (FAQ), Help Desk, Leadership, Multitasking, Organizational Skills, Presentation/Verbal Skills, Problem Solving Skills, Progress Reports, Support Documentation, Time Management, Trend Analysis, User Interface/Experience (UI/UX), Writing Skills
LOCATION
Pittsburgh, PA
POSTED
Today
We are seeking a highly organized and customer-focused Support Analyst. This role is critical in ensuring a smooth transition for end users by providing frontline support, managing escalations, and maintaining clear communication throughout the process. While IT expertise is not required, a basic understanding of software systems is a plus.
Key Responsibilities:
  • Serve as the first point of contact for users.
  • Provide exceptional customer service and support via phone, email, and chat.
  • Escalate technical issues and user concerns to the appropriate teams promptly.
  • Track and document user interactions and issues in a clear and organized manner.
  • Collaborate with internal teams to ensure timely resolution of escalated issues.
  • Assist in creating and maintaining support documentation and FAQs.
  • Monitor rollout progress and report trends or recurring issues to leadership.
Qualifications:
  • Proven experience in a customer service or support role.
  • Excellent organizational skills and attention to detail.
  • Strong communication skills, both written and verbal.
  • Ability to manage multiple tasks and prioritize effectively.
  • Comfortable working in a fast-paced, dynamic environment.
  • Basic familiarity with software systems or willingness to learn quickly.
  • Experience with ticketing systems or help desk tools is a plus.
  • Understanding of escalation protocols and issue tracking.
  • Ability to remain calm and professional under pressure.

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All Lines Technology

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