Support Analyst

📋 Description

• • Act as first-line technical support for our customers by researching, diagnosing and resolving issues and questions.
• • Investigate escalated tickets and issues to determine proper resolution.
• • Coordinate with Technical teams and Customer Service management to create customer responses for support issues.
• • Evaluate, troubleshoot, replicate and follow up on customer reported issues with Technical teams.
• • Document issues or requests to identify user needs.
• • Replicate, research and document issues for Technical teams to resolve.
• • Engage with Technical and Product teams in order to resolve customer issues and incidents.
• • Create knowledge base documentation in order to ensure operational efficiency.
• • Answer customer email requests, questions and complaints in a timely manner.
• • Become an expert on our suite of tools and website.
• • Perform research and analysis as needed.
• • Assist with training various teams on the systems and solutions available through the platform.
• • Share best practices and expert product knowledge with teammates in order to continuously improve efficiency and quality of technical support provided to our customers.
• • Prepare qualitative feedback analysis and reports for Product and Product Design teams and other internal stakeholders.
• • Help audit and update the macros we use for responding to customers experiencing issues and incidents.
• • Regularly review our existing SOPs (Standard Operating Procedures) for needed updates, and routinely suggest new SOPs and assist with the creation of them.
• • Take on other duties, tasks and projects as assigned by management.
• • Empathetic, with the ability to connect with customers and let them know you care about their issues.
• • Able to maintain a positive and professional attitude toward customers at all times.
• • A problem solver who is comfortable making decisions independently.
• • Able to explain complex information or instructions in a simple and understandable way.
• • An awesome teammate that can lead or follow when needed and loves to collaborate.
• • Detail oriented and committed to providing excellent documentation and digital paper trails so that other analysts can follow in their footsteps.
• • Excellent time management skills and the ability to follow up on multiple issues and customer service requests simultaneously.
• • A minimum of 2 years of technical support experience, preferably in a high-volume technology organization (SaaS/eCommerce preferred) or related field (internal incumbents may substitute in-company experience in lieu of technical support experience requirements).
• • Comprehensive experience with databases, SQL, runbooks and/or Python.
• • Comprehensive experience with ticketing, help desk or escalation/incidents systems.
• • Comprehensive experience with troubleshooting via email, live chat and phone.
• • Strong technical documentation skills.
• • Bachelor’s degree in computer science or other technical discipline.
• • Experience with Jira, Confluence, Zendesk and/or Salesforce.
• • Familiarity with the collectible gaming industry.
• • ITIL certification.
• • The role involves the following physical demands on a regular basis: mobility to work in a standard office setting and use standard office equipment, including a computer.
• • Sitting or standing for an extended period of time, up to eight hours per day.
• • Ability to use vision to read computer screen and read printed materials.
• • Frequently required to stand, talk and hear.
• • Ability to work in an open office environment.
• • The physical demands and work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.