Technical Support Analyst

Our client is currently seeking a Technical Support Analyst to join their team. The ideal candidate will have a combination of a strong technical background and experience working with customers in a support role.

Responsibilities:

1. Responsible for supporting customers and/or service partners.
2. Resolve reported customer issues in the areas of system configuration, setup, product functionality, and enhancements. This includes troubleshooting, testing, referral to other service areas and follow-up.
3. Manage escalations from both customers and partners to ensure customer success.
4. Document all calls with regards to customer inquiries accurately using a call tracking system (Changepoint).
5. Create solutions from resolved issues for future use by customers and internal personnel.
6. Provide focused communication with customers/partners that is professional and timely via telephone or e-mail.
7. Promote teamwork and Customer Support Center success.
8. Play an active role in the development of the organization by participating in process development and other business improvement projects.
9. May require 24x7 on-call availability on a rotational basis.
10. Occasional travel may be required.

Required Skills:

1. 8+ years experience supporting customers and service partners.
2. Ability to adopt and learn new technologies.
3. Excellent Unix Shell Programming skills.
4. Working experience in Windows and Unix troubleshooting.
5. Strong problem analysis and solution design ability.
6. Above average communication skills and inter-personal skills.
7. Good understanding of all product features and good skills in explaining features to customers.
8. Experience in operating across multiple computer platforms and environments.

Nice to Have:

1. Good understanding of database and middleware administration.
2. Good understanding of server consolidation and virtualization tools and best practices.
3. Good understanding of Datacenter architecture and configuration.
4. Experience supporting large customers and service partners.