Sr Technical Support Analyst - Destiny
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The Senior Technical Support Analyst provides product and technical support to Follett's customers, answering complex questions on function and usage of our products and resolving issues escalated by other support teams. The role is integral to exceeding our customer's expectations by creating a positive experience with each customer interaction.
Specific Responsibilities include:
Resolves complex customer questions and issues via escalated tickets in the areas of system configuration/setup, product functionality and general usage and report issues.
Documents resolution processes for escalated issues and serves as a resource for other support areas.
Identifies and pursues opportunities for mentoring and knowledge sharing.
Handles technical escalations from other support areas.
Partners with Training Services as needed by providing assistance in Build trainings and trainings as requested.
Partners with Development to research and perform root cause analysis on potential product bugs/defects.
Creates and delivers product specific presentations to customers as needed.
Creates Knowledge Base articles on hot topics.
Maintains strong, positive relationships between the company and customers during each interaction to support customer satisfaction and the company's goals.
Three or more years of business-to-consumer technical support experience, call center preferred
Bachelor's degree in a computer technology field preferred
Strong interpersonal communication skills and telephone etiquette
Strong business/technical verbal and written communication skills
Excellent problem solving skills
Ability to analyze issues and use sound judgment
Excellent time management skills including ability to prioritize and re-prioritize ticket workload environment
Intermediate to strong knowledge of XML and iReports
Ability to work well independently or in a team environment
Strong leadership and organizational skills
Proficiency with Microsoft Office suite
Flexibility to work within the hours of 6:00 AM to 6:00 PM
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