Technical Analyst II

Technical Analyst II

Requirements

• Bachelor’s degree or higher in computer science, engineering, or related field
• Previous customer support experience in a technical environment
• Good level of technical understanding of one or more of the tools and technologies; SQL, PowerShell, Visual Studio, .NET
• Previous experience using basic SQL queries to look up information in a database

Responsibilities

• Manage end-user communication efforts, including support request triage and prioritization, status updates, and escalations to project leadership as necessary
• Organize product support team’s operational efforts and complete assigned tasks to ensure high-quality and timely delivery for customers and project teams
• Establish a solid understanding of the business context and operational implementation across high-visibility products and services
• Handle interactions professionally, providing high-quality responses and exceptional customer service. Use soft skills and sound judgment to de-escalate support cases
• Document and maintain internal and client-facing artifacts including FAQs, SOPs, workflows, etc
• Bridge the gap between end users and the development team by creating detailed work items for engineering teams and ensuring effective solutions are implemented
• Propose and implement new procedures to improve customer service experience and operational efficiencies
• Capture impactful trends and end-user feedback for KPI/SLA reporting to cross-functional teams, stakeholders, and organizational leadership.

Preferred Qualifications

• 4 years of previous experience working in a role directly related to service delivery program management
• Previous work experience in a consulting environment is a plus
• Familiarity with industry-leading support helpdesk solutions such as (but not limited to) Dynamics 365 for Customer Service, Zendesk, etc
• Familiarity with the Microsoft Ecosystem
• Familiarity with Azure DevOps as a work management system