Support Analyst

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Written by AI from the job title and company, not by Onit, so some details may not match this job. The employer's own page has the real description.

Job Overview

The Support Analyst at Onit plays a pivotal role in ensuring that customers receive exceptional technical support and assistance with our software solutions. This position is focused on troubleshooting issues, guiding clients through various technical challenges, and facilitating a smooth user experience. The Support Analyst will collaborate closely with cross-functional teams to escalate unresolved issues and contribute to the continuous improvement of service delivery.

Job Responsibilities

• Provide timely and effective support to clients via phone, email, and chat by diagnosing and resolving technical issues.
• Record and track support tickets in the company’s ticketing system, ensuring accurate documentation of issues and resolutions.
• Assist in the onboarding process for new clients, including training sessions and user guides.
• Collaborate with development teams to identify and escalate software bugs and enhancement requests.
• Maintain knowledge base documentation for recurring issues, solutions, and customer FAQs.
• Actively monitor system performance and provide feedback to ensure optimal functionality for users.

Qualifications

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• Minimum of 2 years of experience in technical support or a related position.
• Proficiency in troubleshooting software and hardware issues.
• Experience with ticketing systems and support documentation.
• Strong analytical and problem-solving skills.
• Excellent verbal and written communication capabilities.

Technologies & Tools

The Support Analyst will utilize various technologies and tools, including but not limited to customer relationship management (CRM) software, ticketing systems such as Zendesk or Jira, and remote access tools for troubleshooting. Familiarity with programming languages like SQL and scripting languages may also be beneficial for deeper technical engagements.

Ideal Candidates

Ideal candidates for the Support Analyst position are proactive problem solvers who exhibit a strong customer-centric attitude. They possess excellent organizational and multitasking skills, allowing them to manage multiple support requests efficiently. Strong interpersonal skills enable these individuals to effectively communicate with clients and team members alike, ensuring a collaborative and supportive work environment. They should also demonstrate a genuine enthusiasm for technology and aiding others in navigating technical challenges.