Technical Support Analyst I

About the Role

The Tech Customer Support Coordinator II (Customer Support role) provides technical support to end users across multiple products and platforms. This role focuses on troubleshooting, research, training, and product support while delivering exceptional customer service. The position requires strong problem-solving skills, technical aptitude, and the ability to manage multiple customer interactions simultaneously while adhering to corporate policies related to authentication, data security, and record retention.

Support is delivered through various CRMs and communication channels, and the role works both independently and collaboratively to resolve customer issues efficiently.

Schedule Hours: 11:30am – 8pm

Training will be held between the Duluth and at the Alpharetta locations and some virtual.

Responsibilities

• Provide high-quality technical and customer support to internal and external customers via phone, email, and chat

• Troubleshoot technical issues, research solutions, and resolve customer inquiries with the customer's best interest in mind

• Accurately document all customer interactions, research, and resolutions within CRM systems

• Acquire and maintain in-depth product knowledge to effectively demonstrate and support proprietary products and services

• Assist customers with product installation, user interface functionality, and site navigation

• Provide login, search, usability, and technical support across multiple platforms

• Perform basic browser troubleshooting and technical diagnostics

• Train and support users while responding to inquiries and escalations

• Utilize internal systems including CRM, billing tools, administrative platforms, websites, and production systems

• Escalate complex issues to second-level support teams as needed

• Participate in a 24/7 on-call rotation, including weekend coverage

Requirements

• 1 year of customer service experience in a technical contact center environment (2 years preferred) or equivalent training

• Strong customer focus with the ability to engage professionally and effectively

• Excellent problem-solving and basic technical skills

• Outstanding written and verbal communication skills

• Ability to multitask and manage phone, email, and chat interactions simultaneously

• Professional attitude with a positive, team-oriented mindset

• Ability to work independently on assigned tasks and projects

• Preferred: 2- or 4-year college degree

• Second language proficiency (Spanish preferred)

• Familiarity with tools such as Excel, Word, Outlook, PowerPoint, Access, Visio, WebEx, MS Teams, JIRA, Salesforce, Confluence, MyCRM, and RNW

• Basic knowledge of database strategy and networking concepts (e.g., DNS, file shares, user privileges)

U.S. National Base Pay Range: $40,400 - $67,400. 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.

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