Technical Analyst

Kansas City | Seattle | St. Louis | Chicago End User Services - User Services Full Time

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
  • Kansas City | Seattle | St. Louis | Chicago

    Technical Analyst