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. This Contract to hire position is ideal for someone passionate about delivering outstanding customer service and resolving technical issues efficiently. The role involves providing first-line support, managing escalations, and maintaining accurate documentation while ensuring a positive customer experience.

Responsibilities:

• Respond promptly to inbound support calls, ensuring a detail-oriented and courteous interaction with customers.

• Diagnose and resolve basic technical issues using standardized troubleshooting processes.

• Escalate unresolved or complex technical problems to specialized support teams, ensuring all necessary details are provided.

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

• Accurately document customer inquiries, troubleshooting steps, and resolutions in the ticketing system.

• Collaborate with internal teams to ensure effective communication and resolution of escalated issues.

• Monitor and prioritize tasks to meet service-level agreements and performance targets.

• Identify opportunities to improve processes and enhance the customer support experience.• Strong commitment to providing exceptional customer service with excellent communication and interpersonal skills.

• Basic technical knowledge of troubleshooting computer systems, hardware/software, and network principles.

• Proven ability to diagnose problems effectively and determine appropriate solutions or escalation paths.

• Exceptional organizational skills with attention to detail and the ability to document interactions accurately.

• Experience working in a collaborative, team-oriented environment while managing individual responsibilities.

• Detail-oriented approach with adaptability and reliability under high-pressure situations.

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

• Familiarity with ticketing systems (e.g., ServiceNow, Zendesk) and basic networking concepts is a plus.