TrulyHired
Remote
Position Purpose: The Technical Support Analyst serves as the primary point of contact for incoming support issues. They will promptly resolve technical incidents and escalations, ensuring effective communication with both internal and external stakeholders. The Analyst will also perform internal classification of support requests, documenting problem types and preventative actions for future analysis. Job Functions/Primary Responsibilities: Monitor and triage our multi-channel support queue to maintain or exceed Service Level Objectives (SLOs). Provide empathetic and understanding support, addressing customer issues promptly and effectively. Accurately record, classify, and provide initial support for all reported requests or incidents, adhering to standard operating procedures. Conduct research and troubleshooting to provide first-contact resolution whenever possible. Escalate unresolved incidents to appropriate resolution groups. Track the status and progress of all...

