Our Support Analyst job description includes the responsibilities, duties, skills, education, qualifications, and experience.
About the Support Analyst role
A Support Analyst provides technical assistance to customers by responding to inquiries, troubleshooting problems, and maintaining systems. They are responsible for diagnosing and resolving technical issues, providing guidance and support to customers, and ensuring customer satisfaction. They must possess excellent customer service, communication, and problem-solving skills.
Role Purpose
The purpose of a Support Analyst is to provide technical assistance to customers or users of a software product or service. This includes troubleshooting hardware and software issues, as well as helping to diagnose and resolve technical problems. They may also provide guidance and support to customers, as well as maintaining customer relationships and providing feedback to improve customer service. Support Analysts must be knowledgeable in the area of their product or service and have excellent communication and customer service skills.
Support Analyst Summary
The Support Analyst provides technical assistance to customers and clients by troubleshooting, configuring, and resolving computer hardware and software problems. This position is responsible for responding to inquiries and complaints, documenting processes, and providing solutions to customer needs. The Support Analyst must have excellent communication and customer service skills, as well as a strong background in computer systems and networks. Knowledge of Windows and Mac operating systems, software applications, hardware, and networking is essential. The Support Analyst will also be responsible for maintaining records, evaluating and escalating issues as needed, and ensuring customer satisfaction.
Support Analyst Duties
- Provide technical support to customers via phone, email or chat
- Troubleshoot customer inquiries and resolve issues
- Maintain accurate records of customer interactions and transactions
- Identify customer needs and suggest appropriate products and services
- Stay up-to-date with system information, changes and updates
Support Analyst Skills
- Analytical Thinking
- Problem-Solving
- Customer Service
- Technical Troubleshooting
Support Analyst Requirements
- Excellent verbal and written communication skills
- Strong problem-solving and troubleshooting abilities
- Knowledge of computer systems and applications
- Ability to work independently and as part of a team
Personal Traits
- Excellent communication skills
- Strong problem solving skills
- Excellent customer service skills
- Ability to work independently and in a team environment