Technical Analyst

Valorem Reply is seeking an individual with strong customer service skills and a desire to work in a technical industry for the position of Technical Analyst II. In this role, you will need to possess the ability to effectively diagnose and resolve technical issues across a wide variety of technology platforms and software applications. The successful candidate will have strong troubleshooting and problem-solving abilities, both independently and with a team; a passion for providing technical solutions to business problems; and a strong desire to learn and grow. The ability to multi-task and a willingness to work in new systems on a frequent basis will be crucial for success. Additionally, you should be comfortable communicating directly with customers, third party vendors, engineers, and internal associates on a regular basis by both written and verbal means.

Responsibilities

• You will be the main support contact for an application and will provide tiers 1-3 customer support.
• Responsible for understanding the business context and technical implementation and architecture of several large, high visibility applications.
• Triage new support requests, provide customers with updates on the status of their requests after intake, and perform escalations to project management or the engineering team as necessary.
• Work together with the Support Manager, Support Engineers and the other Engineering teams to deliver high quality, optimized delivery of solutions.
• Create detailed work items explaining potential issues for the engineering team to resolve.

Requirements

• Strong written and verbal communication skills suitable for a business-to-business customer-facing role
• Demonstrated ability to self-organize and prioritize multiple time-sensitive tasks on a daily basis
• Ability to use in-browser tools to troubleshoot and diagnose website errors
• Previous experience using basic SQL queries to look up information in a database
• Previous customer support experience in a technical environment highly desirable
• Proficient with common Office applications, including Microsoft Office 365 (Word, Excel, Outlook, Teams)
• Familiarity with Azure Dev Ops or other work tracking software
• Familiarity with ZenDesk or similar support ticketing software
• Interested in learning new technologies, creative, open-minded and a great team player
• Adept at task switching to handle varying workload, while meeting tight deadlines
• Strong collaboration skills, works well with ambiguity, works well across roles and groups
• Ability and willingness to take the initiative to facilitate teamwork and serve the client needs first

Job Type: Full-time