Purpose :
The Technology Support Analyst is responsible for assisting stakeholders with both third-party and internally developed technologies.
Reporting to the Manager of Internal Applications Support, this role involves close collaboration with internal stakeholders to support a range of products.
The ideal candidate will have a deep understanding of our technology stack and procedures, using their extensive experience and judgment to troubleshoot and resolve issues.
As part of the Internal Applications Team, the Technology Support Analyst will be a proactive and collaborative team member, taking ownership of technology support tickets to help grow and scale our North American distribution channels.
Essential Duties :
- Provide exceptional customer support for all users.
- Maintain documentation for each incident or request, escalating complex issues as needed per documented procedures.
- Collaborate effectively with Internal / External Customers, Service Desk, Product Development, and Technical Services teams.
- Respond to and resolve inquiries and requests related to third-party and internal technologies.
- Log and track problems, reviewing problem tracking databases regularly.
Required Qualifications :
- At least one year of IT support experience or an equivalent combination of education and experience.
- Strong credibility and interpersonal skills, with the ability to work with a diverse team across the US.
- Excellent verbal and written communication skills.
- Experience supporting sales organizations, processes, methodologies, and strategies, acting as a trusted advisor to leadership.
- Ability to build strong working relationships with cross-functional teams and stakeholders to ensure the efficient operation and success of the sales organization.
- Passion for problem-solving and the ability to follow defined processes.
Preferred Qualifications :
- One year of experience in IT support, help desk, or desktop support.
- One year of experience in customer service or customer support.
- Working knowledge of technologies such as Salesforce, Drift, Outreach.io, Dialpad, KornFerry Sell, DocuSign, and Raydiant (formerly Hoopla).
Education :
- High school diploma or equivalent is required.
- Bachelor’s degree in information systems or financial technology is preferred.
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The Technology Support Analyst is responsible for assisting stakeholders with both third-party and internally developed technologies.Reporting to the Manager of Internal Applications Support, this role involves close collaboration with internal stakeholders to support a range of products.The ideal c...
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