Purpose :
The Technology Support Analyst will provide support for stakeholders using our 3rd party and
internally developed technologies. This role will report to the Manager of Internal Applications
Support and will work closely with our internal stakeholders in supporting these various products.
The ideal candidate understands our technology stack, procedures, and has the ability to rely on
extensive experience and judgment to problem solve issues.
As a member of the Internal Applications Team, this individual will be a strong collaborator with a
hands-on approach, taking ownership of Internal Applications technology support tickets to support
the growth and scale of our North American distribution channels.
Duties:
- Provides a superior customer support experience for all users.
- Maintains documentation for each incident or request, and escalates complex problems to the
next level of support per documented procedures.
- Effectively works with Internal/External Customers, Service Desk, Product Development, and
Technical Services personnel.
- Responds to and resolves inquiries and requests for assistance with 3rd Party/Internal
Technologies.
- Logs and tracks problems; reviews problem tracking databases
Tops 3 skills
Technical aptitude
Desire to continue to learn technology
Analytical and critical thinking skills- someone who can troubleshoot
Qualifications:
- One or more years of IT support experience required OR equivalent combination of education
and experience.
- Strong credibility and interpersonal skills; ability to work with a diverse team across the US.
- Excellent verbal and written communication skills.
- Experience in supporting sales organizations, sales processes, sales methodologies, and
strategy and can be a trusted advisor to leadership.
- Ability to build strong working relationships with cross-functional teams and stakeholders to
ensure the sales organization's efficient operation and success.
- Passion for problem solving and ability to follow a defined process is a must.
Qualifications:
- IT support/help desk/desktop support: 1 year
- Customer service/customer support: 1 year
- Working knowledge of the following Technologies or Equivalent: Salesforce, Drift,
Outreach.io, Dialpad, KornFerry Sell, Docusign, & Raydiant (FKA Hoopla)
Education
- High school education or equivalency is required. (Bachelor's degree in information systems or
financial technology is preferred)