Technical Support Analyst

Technical Support Analyst

The Technical Support Analyst is a customer-facing role focused on providing application expertise and technical support across post-sales engagements. This role serves as a trusted product expert, supporting customers through issue resolution, configuration guidance, onboarding, and ongoing support needs. The Technical Support Analyst acts as an escalation point for complex customer issues, collaborates closely with cross-functional teams, and contributes to continuous improvement initiatives across support operations.

This role requires strong troubleshooting skills, clear communication, and a commitment to delivering an effortless customer experience while understanding and articulating the business value of the IDVerse solution.

**Training will be 6 weeks and the schedule will be 11 am - 7 pm, after training the schedule will be based on client/business need.

Responsibilities

• Handle incoming customer support requests across supported channels while ensuring SLA compliance.

• Act as the primary point of contact for escalated customer inquiries and complex technical issues within the local region.

• Provide expert-level technical guidance to customers and internal staff, leading them through effective issue resolution.

• Own the investigation and troubleshooting of new or unknown product issues, restoring systems to normal operation and documenting solutions.

• Collaborate with cross-functional teams to address customer needs and deliver timely, effective solutions.

• Assist customers with product configuration, focusing on best practices where a Statement of Work (SOW) is not required.

• Support client onboarding activities and participate in Executive Business Reviews (EBRs) as needed.

• Partner with Services and Support teams to drive customer retention and growth.

• Create, review, and maintain technical and functional knowledge base articles, FAQs, and training materials.

• Identify incident and request trends to support problem management and continuous improvement efforts.

• Maintain and administer internal systems, including ticketing tools and support platforms.

• Track and analyze support metrics to identify improvement opportunities and provide insights to management.

• Assist with training and onboarding new customer support team members.

• Support initiatives aimed at improving support efficiency, effectiveness, and customer satisfaction.

• Demonstrate an ongoing commitment to continuous learning and skill development.

Requirements

• 2- or 4-year college degree in Computer Science, Management Information Systems, Engineering, Business, or a related field preferred, or equivalent professional experience.

• 1+ year of experience in a technical customer service or support environment, or equivalent training.

• Proven troubleshooting and problem-solving skills with the ability to resolve complex technical issues.

• Experience handling escalated customer support calls and emails.

• Excellent written and verbal communication skills with a customer-focused approach.

• Ability to work independently, manage multiple tasks, and handle calls and emails simultaneously.

• Excellent teamwork mindset with a demonstrated customer service orientation.

• Experience or enthusiasm for Identity Verification (IDV) checks is a plus.

• Commitment to delivering high-quality service and continuously improving support processes.

U.S. National Base Pay Range: $44,500 - $74,100. Geographic differentials may apply in some locations to better reflect local market rates.

We are delighted to offer country specific benefits. Click here to access benefits specific to your location.

We are committed to providing a fair and accessible hiring process. If you have a disability or other need that requires accommodation or adjustment, please let us know by completing our Applicant Request Support Form or please contact View phone number on click.appcast.io.

We are an equal opportunity employer: qualified applicants are considered for and treated during employment without regard to race, color, creed, religion, sex, national origin, citizenship status, disability status, protected veteran status, age, marital status, sexual orientation, gender identity, genetic information, or any other characteristic protected by law.

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