remote
Technical Support Analyst - AvePoint
Software Engineer
Seeking a Technical Support Analyst to provide expert assistance for data security and collaboration solutions. This role involves troubleshooting, problem-solving, and ensuring customer satisfaction with AvePoint's platform.
About the role
Key Responsibilities
- Provide first-level technical support to customers via phone, email, and chat.
- Troubleshoot and resolve technical issues related to AvePoint's data security and collaboration platform.
- Document customer interactions and resolutions in a ticketing system.
- Escalate complex issues to senior support engineers when necessary.
- Contribute to the knowledge base by creating and updating support articles.
- Maintain a high level of customer satisfaction through effective communication and problem-solving.
Requirements
- Proven experience in a technical support or customer service role.
- Strong understanding of troubleshooting methodologies and problem-solving techniques.
- Familiarity with ticketing systems (e.g., Zendesk, ServiceNow).
- Excellent communication and interpersonal skills.
- Knowledge of Microsoft technologies is a plus.
Skills
technical supportcustomer servicetroubleshootingproblem solvingticketing systems