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Technical Support Analyst

Company: Listrak
Location: Lancaster
Posted on: December 3, 2018

Job Description:

Overview:

Listrak is currently seeking a reliable, energetic, and customer-focused Technical Support Analyst to join our customer service department.

The Technical Support Analyst (TSA) functions as a first point of contact for the Listrak Platform during and outside of regular business hours. You will field phone calls, emails and online chat sessions from Listrak clients, partners and internal employees until incident resolution is achieved.

Our ideal candidate should desire to be a part of a fast growing, rapidly changing company in the high tech Digital Marketing/eCommerce industry.

Responsibilities:


  • Perform triage on all incoming support incidents. Resolve the incident or collect relevant contextual information for escalation.
  • Create documented solutions, detailed instructions, and other documentation as needed to assist clients, partners and internal employees with specific incidents.
  • Use our CRM system, Salesforce (Desk.com), to record, track, and close incidents
  • Demonstrate a passion for expanding your understanding and experience of email marketing.
  • Convey Listrak concepts concisely and clearly to customers
  • Maintain high level of professionalism, courtesy, and ethics in all situations, including potentially stressful situations

    Qualifications:


    • Excellent oral and written communication skills
    • Strong technical writing ability
    • 1+ years of experience in a technical support role is required
    • Basic knowledge of HTML and CSS is required.
    • Strong analytical skills and fluency with technical concepts
    • Ability to manage multiple support cases and demonstrated skill at managing multiple priorities
    • An understanding of the installation, troubleshooting, and optimization of technology products
    • Advanced problem-solving, troubleshooting, and triage abilities
    • Must be reliable and self-directed when necessary, but able to work in a team environment
    • Customer-focused, empathetic attitude and soft skill proficiency is required
    • Ability to work in a fast-paced, changing environment

      Preferred Skills:


      • Experience with other web site programming languages such as ASP .NET, JavaScript, C#, PHP
      • Understanding of Linux and DNS
      • Experience with web conferencing technologies such as WebEx or GoToMeeting
      • Knowledge of CRM software

        Keywords: Listrak, Lancaster , Technical Support Analyst, Professions , Lancaster, Pennsylvania

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