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Technical Support Analyst

Sugar Land, Texas, United States
November 29, 2016

Our Technical Support Analysts are independent thinkers that use their skill and technological aptitude to solve business problems on the fly. We don’t use scripts; we use our heads. If you’re a tech junkie with great people skills and the ability to learn our software, we would like you to consider joining our squad of first responders.

You will provide business solutions to customers via phone, chat, and email. All while having the opportunity to gain advanced exposure to the latest networking environments, virtual platforms, Windows desktop/server operating systems, Android and iOS, and the Windows Azure Cloud platform.

Think about it: Where else can you get a great job in a great environment and learn about almost every type of technology available? This is it! Come start your career with us.

Required Experience and Skills:

1+ year of exposure to a customer service environment (think retail or hospitality)

Up-to-date on topics and trends in technology

Ability to troubleshoot difficult technology problems

Ability to independently learn new software

Working knowledge of Android and iOS mobile platforms

Basic knowledge of IPv4 networking

Basic understanding of databases and web services

Intermediate knowledge of Windows Desktop Operating Systems (7/8/10)

Soft Skills:

You are passionate about helping people just as much as you relish problem solving and tinkering with technology

You love talking to people on the phone, email, or chat to build relationships with your customers

You are able to empathize with customers in a genuine way that lets them know you care about their issues

You’re a team player that can follow and lead as situations dictate

You’re able to make decisions and solve problems

You have an ability to explain complex issues in beautifully simple terms

You’re curious and have a natural ability to “zoom out” of a problem, in order to ask the right questions

You have a desire to build new processes or programs to help scale the team while providing excellent service

You’re able to plan, organize, and prioritize work – this role wears many hats!

Role Responsibilities:

Provide instant world-class service to HCSS customers through multiple channels

Be the customer’s ambassador to all internal departments in order to help customers be successful in their roles

Take ownership of learning HCSS products in addition to the training provided

Continuously create helpful documentation through the capture of relevant information during each support interaction

Recognize and exceed the high standards and expectations of the department

Flexibility to work scheduled shifts that may be outside normal business hours (as needed)

Availability to take rotating night and weekend calls (as needed)