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Technical Support Analyst

Company: Issuetrak
Location: Norfolk
Posted on: January 15, 2022

Job Description:

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 troubleshooting.
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 configuration.
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 product.
Assisting with identifying/analyzing issue trends.
Training other team members on specific technical topics as needed.
Acting as a role model for the Issuetrak team culture.
Assisting with various projects, documentation, and knowledge base reviews/updates.
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 preferred.
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 website configuration/troubleshooting.
Proficiency with Microsoft technologies and web application hosting.
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 success.
Excellent time management, able to effectively prioritize work in a fast-paced environment.
The ability to work both independently and as a part of a team as needed.


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
401k matching
Flex schedules available

About Us

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 you!

Keywords: Issuetrak, Norfolk , Technical Support Analyst, IT / Software / Systems , Norfolk, Virginia

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