Technical Triage Support Analyst

Job Description

We are looking for a dedicated Technical Triage Support Analyst to join our team in Boiling Springs, South Carolina. In this Contract-to-hire position, you will be the first point of contact for customers, providing exceptional support and resolving technical issues with attention to detail and efficiency. This role offers an excellent opportunity to enhance your technical and customer service skills in a dynamic, team-oriented environment.

Responsibilities:

• Respond promptly to inbound customer calls, delivering a courteous and detail-oriented experience.

• Diagnose and troubleshoot basic technical issues using standardized processes.

• Escalate unresolved or complex issues to specialized support teams, ensuring all relevant details are documented.

• Maintain a customer-focused approach, demonstrating empathy, patience, and timely follow-ups.

• Accurately log all customer interactions, troubleshooting steps, and resolutions in the ticketing system.

• Collaborate with internal teams to ensure seamless communication and resolution of escalated issues.• Strong customer service skills with excellent communication and interpersonal abilities.

• Basic understanding of technical troubleshooting, including hardware, software, and network principles.

• Proven ability to assess and resolve problems or escalate them when necessary.

• High attention to detail with the ability to document and track tasks efficiently.

• Ability to work effectively in a team environment while managing individual responsibilities.

• Detail-oriented and adaptable demeanor, especially in high-pressure situations.

• Previous experience in a customer support, helpdesk, or call center role is preferred.

• Familiarity with ticketing systems and basic networking concepts is a plus.