Technical Support Analyst
Posted on: January 15, 2022
About The Position
Join one of the top technical support teams in the SaaS industry!
Issuetrak is searching for a new Technical Support Analyst. We're
on the lookout for someone with an enthusiastic personality and
superb customer service skills who can provide exceptional
technical assistance to our current and prospective customers.
Applicants should have strong communication skills, the ability to
work both independently and as a member of a team, and a desire to
strengthen and improve their technical skills. This will be a
hybrid remote/office position located in Norfolk, VA, with flexible
scheduling available. Apply for the same job our now-CEO held as
his first role at Issuetrak!
What You'll Be Doing
The Technical Support Analyst provides technical support for
Issuetrak clientele. Your tasks will include:
Providing end-to-end customer support and technical issue
resolution for customers and prospects via email, phone, chat, our
tracking software, and other electronic media.
Assisting internal and external customers and prospects with
Issuetrak software installation, configuration, and
Creating new user accounts for customers and prospects.
Troubleshooting Issuetrak software-related problems dealing with
SQL servers, IIS configuration, Active Directory, email processing
(Exchange, POP3, IMAP, and SMTP) and Windows Server
Replicating problems within a test environment in order to escalate
to the development team for additional assistance.
Managing, communicating, and escalating issues to the appropriate
group or individual for resolution.
Assisting the Customer Operations Department as needed for various
projects and/or supporting internal team members with Issuetrak
software or cloud-related issues.
Recommending changes/improvements to the Issuetrak software
Assisting with identifying/analyzing issue trends.
Training other team members on specific technical topics as
Acting as a role model for the Issuetrak team culture.
Assisting with various projects, documentation, and knowledge base
Other duties as assigned. You must be available to work a flexible
shift and be available for after-hours emergency calls.
Complete product training with customers.
Here's what we're looking for in our ideal candidate: Excellent
written, verbal, and interpersonal communication skills.
Availability to work an 8-hour shift between Mon-Fri 8 am-8 pm
after training is completed.
At least two years of Help Desk and/or technical support experience
Education, experience, or a combination that has led to:
Working knowledge of any of the following: Active Directory,
Exchange Server, SQL Server, IIS, and Windows Server, and general
Proficiency with Microsoft technologies and web application
Strong troubleshooting skills with the ability to adapt to the
skill level of the customer.
Software training experience is preferred.
The ability to learn quickly and adapt to changing priorities.
Detail-oriented, self-motivated work ethic with a dedication to
Excellent time management, able to effectively prioritize work in a
The ability to work both independently and as a part of a team as
We offer a comprehensive benefits package to all of our employees,
including the following:
Generous PTO package
13 observed and paid holidays
A day off for your birthday!
Time off for volunteering!
Medical, dental, and vision insurance
Flex schedules available
Issuetrak is a growing, successful software company based in the
Hampton Roads area of Virginia. We have over 28 years of experience
in successfully developing issue tracking and process management
software for companies of all sizes. We're a customer-centric
company with a dedicated vision of creating robust and versatile
software solutions for our customers.
At Issuetrak, we're excited about what we do - all of us, no matter
our role. We collaborate and openly communicate ideas and
happenings. Many of our staff members have been with us for as much
as a decade. Our team members enjoy a dynamic work environment
where their voices are heard and their contributions recognized. We
take care of our team members with a competitive salary and a
comprehensive benefits package. And we've been voted one of the
best places to work in Hampton Roads!
If you share our vision for providing great customer experiences at
an exciting, growing software company, we'd love to speak with
Keywords: Issuetrak, Norfolk , Technical Support Analyst, IT / Software / Systems , Norfolk, Virginia
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