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View salary and benefits informationThe Technical Solutions Support Analyst III evaluates user needs, defines technical problems, and works with engineering/development staff to determine solutions. Provides technical support to system users within an organization. Being a Technical Solutions Support Analyst III performs ongoing activities to maintain and enhance overall system performance. Assists users in implementing solutions. In addition, Technical Solutions Support Analyst III typically requires a bachelor's degree. Typically reports to a project leader or manager. Being a Technical Solutions Support Analyst III work is ge more...
Provides technical support to system users within an organization. Evaluates user needs, defines technical problems, and works with engineering/development staff to determine solutions. Assists users in implementing solutions. Performs ongoing activities to maintain and enhance overall system performance. Typically requires a bachelor's degree. Typically reports to a project leader or manager. Work is generally independent and collaborative in nature. Contributes to moderately complex aspects of a project. Typically requires 4-7 years of related experience. more...
The Technical Solutions Support Analyst I evaluates user needs, defines technical problems, and works with engineering/development staff to determine solutions. Provides technical support to system users within an organization. Being a Technical Solutions Support Analyst I performs ongoing activities to maintain and enhance overall system performance. Assists users in implementing solutions. In addition, Technical Solutions Support Analyst I typically requires a bachelor's degree. Typically reports to a project leader or manager. Being a Technical Solutions Support Analyst I work is closely ma more...
The Technical Solutions Support Analyst II evaluates user needs, defines technical problems, and works with engineering/development staff to determine solutions. Provides technical support to system users within an organization. Being a Technical Solutions Support Analyst II performs ongoing activities to maintain and enhance overall system performance. Assists users in implementing solutions. In addition, Technical Solutions Support Analyst II typically requires a bachelor's degree. Typically reports to a project leader or manager. Being a Technical Solutions Support Analyst II occasionally d more...
Responds to and resolves customer technical inquiries and issues via e-mail, phone, or chat. Assists customers with installation and issue resolution. Utilizes a database of technical product information to inform decisions and recommendations. Recommends maintenance and configuration best practices that improve product usability, performance, and customer satisfaction. Records client interactions, including inquiries, complaints, comments, and actions taken. May train or guide lower-level specialists or representatives. Requires a bachelor's degree or equivalent. Typically reports to a manage more...
Provides basic technical support and assistance to customers via e-mail, phone, or chat. Addresses and responds to customer inquiries on products and services, including installation, operational functions, troubleshooting, and maintenance. Provides customers with preventive maintenance and configuration recommendations to improve product usability, performance, and customer satisfaction. Documents support interactions, including details of inquiries, complaints, comments, and actions taken. May train or guide lower-level representatives. Possesses a deep understanding of the organization's pr more...
The Technical Solutions Sales Support Engineer III prepares and delivers sales demos and facilitates technical requirements gathering sessions. Supports both the pre-sales scoping process and the post-sales design and implementation activities for complex technical products. Being a Technical Solutions Sales Support Engineer III plans and designs the configuration of products for initial implementation or the deployment of custom solutions, enhancements, or upgrades. Reviews customer technical specifications, recommends specific products or services, and estimates cost and effort for implement more...
Directs and oversees all aspects of an organization's technical customer support policies, objectives, and initiatives. Develops service level standards focused on response times, issue resolution, service quality, and customer satisfaction. Establishes policies and procedures that produce high quality customer support and that reflect industry best practices. Ensures that systems are in place and are utilized to capture and report on service metrics, including any customer feedback or trends in product or service issues. Manages resource decision-making, planning, and best practices. Aligns t more...
Manages a team or unit of technical customer support staff that respond to requests from customers by phone, e-mail, or chat. Provides mentoring, leadership, and organization to supervisors and teams. Implements processes that maximize efficiency and meet or exceed service quality and customer satisfaction goals. Monitors and measures service metrics and volume to develop standards, improvements, or changes to workflows and resource allocation. Makes recommendations for changes to products or services based on customer feedback and requests. Coordinates across functions to support future produ more...
Supervises a technical support team that respond to requests from customers by phone, e-mail, or chat. Manages the daily workload to ensure required service volume and quality levels are attained. Trains staff in products, features, standard policies, and best practices. Identifies opportunities for operational improvements and implements solutions. Monitors queues, response times, and staff performance. Responds to escalated issues to develop and communicate solutions for complex or critical issues. Has a high level and up to date knowledge of products. Typically requires a bachelor's degree more...
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