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Support Analyst
Location
United States
Posted
1 day ago
Salary
Not specified
No structured requirement data.
Job Description
Role Description
We are seeking a highly responsive and detail-oriented Support Analyst to monitor and manage inbound tickets within the Zendesk system. This role is responsible for providing timely responses, resolving issues efficiently, and ensuring a high level of customer satisfaction. The ideal candidate is a proactive problem solver who thrives in a fast-paced support environment and is committed to continuous learning, particularly in becoming fully proficient in OnePlan.
- Monitor the Zendesk ticket queue throughout assigned hours (8:00 AM - 4:00 PM ET) to ensure prompt acknowledgment and response to all incoming requests.
- Provide timely, accurate, and professional responses to support tickets.
- Troubleshoot and resolve functional and technical issues, escalating when appropriate.
- Conduct root cause analysis and implement solutions to prevent recurring issues.
- Develop deep functional knowledge of OnePlan to effectively support end users.
- Test new release updates and system enhancements; document findings and report defects or improvement opportunities.
- Collaborate with internal teams to address complex issues and support system improvements.
- Maintain accurate documentation of issues, resolutions, and support procedures.
- Contribute to knowledge base articles and user documentation as needed.
Qualifications
- Proven experience in a ticket-based support environment (Zendesk experience preferred).
- Strong troubleshooting and problem-solving skills.
- Ability to prioritize tasks and respond quickly in a time-sensitive environment.
- Proficiency in Microsoft Word, Excel, PowerPoint, and Power BI.
- Strong written and verbal communication skills.
- Detail-oriented with strong organizational skills.
- Ability to work independently while collaborating effectively with cross-functional teams.
Requirements
- This is a paid remote position. Must be located within the United States.
Benefits
- We offer a competitive salary, benefits package, and opportunities for career growth.
Job Requirements
- Proven experience in a ticket-based support environment (Zendesk experience preferred).
- Strong troubleshooting and problem-solving skills.
- Ability to prioritize tasks and respond quickly in a time-sensitive environment.
- Proficiency in Microsoft Word, Excel, PowerPoint, and Power BI.
- Strong written and verbal communication skills.
- Detail-oriented with strong organizational skills.
- Ability to work independently while collaborating effectively with cross-functional teams.
- This is a paid remote position. Must be located within the United States.
Benefits
- We offer a competitive salary, benefits package, and opportunities for career growth.
