Technical Support Analyst

  • RunPod
  • November 21, 2024
  • 12:37 PM
  • RunPod 102 Lake Land Avenue, Dover
  • Company size : 51-200 employees
  • Job Type & Title : Remote
  • Apply Now
  • About Company:

  • Skills: Attention to Detail Communication Customer Satisfaction Customer Support Problem Solving Scripting Secure Shell (SSH) Shell Scripting Technical Support Troubleshooting

Responsibilities:

Customer Support and Problem Resolution
 

  • Provide clear, timely communication to customers, keeping them informed about the status of their issues and ensuring a high level of customer satisfaction.
  • Deliver support through multiple channels, including email, phone, chat, and video calls (e.g., Google Meet, Zoom).
  • Tackle complex technical issues reported by customers or internal teams related to our software, ensuring problems are resolved efficiently.
  • Manage escalated tickets, offering detailed solutions or escalating further when necessary.
  • Educate customers on product features to help them resolve issues independently when possible.
  • We aim for a Customer Satisfaction (CSAT) score above 95%, with a resolution SLA of 24 hours for less complex issues and 72 hours for more complicated ones.
  • Demonstrate a customer-first mentality in all interactions, ensuring exceptional service and support.
     

Documentation and Communication
 

  • Develop and update thorough documentation, including troubleshooting guides and knowledge base articles.
  • Simplify technical jargon to explain solutions clearly to non-technical users, ensuring they fully understand the issues and resolutions.
  • Pay close attention to detail and proactively address customer needs in all interactions.
     

Collaboration and Escalation
 

  • Work closely with teams across the company, such as developers, QA engineers, product managers, and customer success teams, to find solutions to customer issues.
  • Escalate unresolved or complex issues to the right teams, like development or engineering, and follow up to ensure they're addressed.
     

Technical Analysis and Solutions
 

  • Use diagnostic tools and techniques to find the root cause of issues and implement fixes, updates, or changes as needed.
  • Analyze software code and logs to spot bugs or performance issues, developing solutions or workarounds where necessary.
  • Conduct thorough analysis of system performance, errors, and configurations to ensure our systems remain stable and reliable.
  • Proficiency with Datadog, SQL databases, and ease with CRM tools are considered strong assets for this role.

RunPod

102 Lake Land Avenue, Dover

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