Customer support analysts are the face of our help desk and customer service organization. The Customer support analyst’s main function is to provide hands on support to customers troubleshooting hardware, software and networking issues. You will be responsible for the installation, configuration, troubleshooting and support of network, workstation and associated hardware technology. Based in New York, NY, this is a customer facing role supporting complex solution installations on client sites throughout North America.
Responsibilities:
- Respond to customer requests for support by email, telephone and in person on-site.
- Depending on level of experience Analyst will take care of either Tier 1, Tier 2 or Tier 3 support cases as assigned by the Customer Service Manager
- Fulfill our commitments defined in customer Service Level Agreements.
- Keep track of time spent working on a case in the ticket management system.
- Assist Customer Service Manager with identifying documentation needs based on company case history
- Make use of and add articles to the knowledge base.
- Provide detailed notes in the casework log.
- Provide on-site training to customers to assist with troubleshooting on support engagements
- Review on a consistent basis vendor websites for training purposes including but not limited to our website, Teradici website, Leostream website and Dell website. Examples:
- Internal documentation and Knowledge Base Articles (KBAs)
- Teradici firmware release notes, etc.
- Leostream release notes
- Troubleshoot complex customer issues.
- Maintain knowledge on current industry trends.
- Install our technology on customer sites.
- PC System Builds including OS installation.
- Make configuration changes, adjustments and upgrades to existing systems.
Update AHK inventory to latest approved firmware and driver versions.
- Assist logistics manager with maintenance of client RMAs including following up with clients and tracking inbound/outbound shipments.
Requirements:
- 5 years of experience in the installation, operation, maintenance and problem-diagnosis of PC workstations and enterprise class network equipment.
- Proven ability to work independently to analyze faults, think on your feet and seize initiative when reacting to change.
- Workstation troubleshooting (good understanding).
- Possess strong sense of teamwork, integrity, self-motivation, positive attitude, and problem solving.
- Setup proof of concepts (POCs) on customer sites
- Familiarity with all types of Windows workstation operating systems is essential.
- Working understanding of Linux and VMware
- Customer facing experience in a similar role
- Must be flexible, dependable, and capable of quickly learning about new products and technologies.
- Good written and verbal communication skills including strong documentation skills (example: previous experience writing how-to documents and KBAs)
- Fluency in Spanish and / or Portuguese is not a requirement but would be considered an advantage.
- Ability to travel throughout the U.S., Canada, and the Americas.
- Must be a U.S. citizen.
