Customer Support Analyst

Role Summary The Technical Customer Support Analyst II develops and executes post-sale technical support and customer issue resolution deliverables for defined initiatives, partnering with stakeholders to solve routine-to-moderately complex issues. Applies working knowledge to manage multiple priorities and improve outcomes within established guidelines. Typical work includes incident tickets, service requests, troubleshooting steps, and issue resolution, root-cause notes, known-error articles, and support knowledge materials, and coordination with vendors, engineers, or infrastructure teams for escalated issues. Key Responsibilities Execute complex work tied to incident tickets, service requests, troubleshooting steps, and issue resolution, applying functional knowledge, analysis, and sound judgment. Develop and maintain device setup, software deployment, access provisioning, and user support documentation to support reliable execution, reporting, and decision making. Partner with stakeholders on root-cause notes, known-error articles, and support knowledge materials, clarifying requirements, timelines, and dependencies. Prepare insights, recommendations, or action plans based on service-level metrics, ticket backlogs, and recurring issue trend analysis. Improve performance and reduce risk by strengthening coordination with vendors, engineers, or infrastructure teams for escalated issues and related processes. Required Experience 2+ years of experience in post-sale technical support and customer issue resolution or a closely related field. Experience managing deliverables, priorities, and stakeholder needs within a structured business environment. Ability to communicate clearly, learn quickly, and deliver accurate work while balancing multiple priorities. Representative Behaviors Anticipates stakeholder needs and clarifies requirements early. Balances quality, pace, and judgment within established guidelines. Uses data and feedback to refine deliverables and improve outcomes. Education Bachelor's degree in Information Systems, Engineering, Business, or related field; advanced degree or relevant certification preferred. Required Skills Technical Support - Troubleshooting - Incident Management - Root Cause Analysis - Data Analysis #J-18808-Ljbffr