Skills

Communication Python Bash PowerShell Jira SQL ServiceNow Zendesk Test Problem-solving Attention to detail Training Databases Process Improvement Analytical Thinking

Job Specifications

Job Summary:

As a Technical Support Analyst, you will act as an advanced technical support resource for external clients, providing technical support and ensuring a seamless customer experience. You will work cross-functionally with development, account management, and product, to troubleshoot complex technical problems, provide solutions, and enhance the overall customer experience.

Salary:

$65-75k based on experience

Note:

This is a Second Shift position. Your hours will be 12:00 PM - 8:00 PM ET.

Key Responsibilities:

· Advanced Troubleshooting: Investigate, diagnose, and resolve escalated software issues reported by external clients.

· Collaboration: Work with Client Management team to provide guidance and escalate unresolved issues to development teams.

· Customer Communication: Provide timely updates and resolutions to external clients, ensuring high levels of customer satisfaction.

· Documentation: Maintain detailed records of issues, solutions, and troubleshooting steps in the support ticketing system.

· Root Cause Analysis: Identify recurring issues and recommend long-term fixes to prevent future occurrences.

· Testing & Validation: Reproduce reported bugs, test solutions, and validate fixes before deployment.

· Training & Mentorship: Assist in training external customers on software functionality and troubleshooting techniques.

· Process Improvement: Provide feedback on support processes and contribute to documentation to enhance efficiency.

Required Skills & Qualifications:

· Technical Expertise:

o Experience with troubleshooting desktop software applications, databases, APIs, or cloud-based solutions.

o Extensive knowledge of SQL and database technologies

o Familiarity with scripting (Python, Bash, PowerShell) or debugging tools is a plus.

· Customer Support Experience:

o Prior experience in a technical support role.

o Strong problem-solving skills and the ability to explain technical issues to non-technical users.

· Soft Skills:

o Excellent communication and interpersonal skills.

o Ability to work independently and manage multiple priorities.

o Strong analytical thinking and attention to detail.

Preferred Qualifications:

· Experience working with ticketing systems like Zendesk, ServiceNow, or Jira.

· Experience supporting external software users.

· Ability to read and interpret application logs or system error reports.

About the Company

ATI streamlines your ACH data, delivering comprehensive reporting and analytics to support your compliance and risk management needs. — Stay Compliant, Reduce Costs, Grow Revenue. Know more