Technical Support Analyst

About the Position

Do you have stellar customer service skills? Are you interested in tech and software? Is your enthusiasm contagious? If so, then you might be the perfect fit for our Issuetrak Technical Support Analyst position! Fulfill your mission to help others by providing exceptional technical assistance to a wide variety of customers. We ask you to bring your strong communication skills, your self-motivation, and your team-playership to the table, and we’ll guarantee you an opportunity to improve your technical skills and work with the most fun team in Virginia Beach, VA. This hybrid-remote/office position with flexible scheduling gives our employees the support needed to perform their best. 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.
• Assist with internal product testing and conduct regression testing.
• 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 and new content creation.
• Other duties as assigned. You must be available to work a flexible shift and for after-hours emergency calls.
• Complete product training with customers.