Support Analyst

MercuryWorks · Jan 24th 2019

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Headquarters: Tampa, FL URL:

As a MercuryWorks technical support analyst, you’ll be working directly with customers to help them resolve requests & challenges.

You’ll be responsible for understanding customers’ needs, communicating solutions, solving problems, and working with an incredibly talented team to help our customers succeed.

If you love working with people and enjoy a challenge, we’d love to hear from you!

Our ideal candidate is someone who...

  • Has a desire to help people, a strong sense of empathy & compassion for their needs
  • Is willing to learn new things, and has an aptitude for technology
  • Has a minimum of 1-2 years experience supporting customers' use of their website or technical services via telephone, email, and chat
  • Has a good understanding of how websites work. This includes being able to troubleshoot minor HTML and CSS issues in web browser-based developer tools.
  • Has the ability to prioritize and multi-task under time constraints
  • Ability to work independently in a remote environment and interact with the rest of the team via Teams.

You’ll do well if you have...

  • Excellent writing and communication skills
  • Patience, grace, a sense of humor, and some moderate GIF sharing abilities
  • A knack for taking technical language and making it understandable
  • A desire to make everything you touch better

Responsibilities may include...

  • Be on the front line interacting with our customers through email, phone or Zendesk
  • Troubleshooting and fixing problems on client websites, web applications and native applications
  • Work with our design and engineering teams to understand and resolve complex issues
  • Escalate technical issues with the appropriate team for investigation
  • Maintain a strong working knowledge of supported systems and continually strive to enhance knowledge through ongoing training, reading, and participating in projects and improvement initiatives

Requirements

  • Applicants must have at least an Associate degree, Bachelor’s Degree is preferred
  • Experience working with the following web platforms and technologies is a plus: Microsoft Office 365, Modern SharePoint, Azure, PowerShell, Sitefinity, WordPress

To apply:

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