Technical Support Analyst - (Hybrid/India)

Identity Digital
United States, Bellevue
May 22, 2023
Summary / Objective The Technical Support Analyst is responsible for troubleshooting and resolving customer issues. Under minimal supervision, provides user support, general problem analysis and resolution, technical assistance, and training for registry services. Acts as Subject Matter Expert and represents Technical Support in related projects, including producing documentation, and CS-affecting / related projects. May lead or guide the work of others. What You'll Do This position is part of a 24x7x365 team with a rotating shift schedule, including some overnights, weekends, and all statutory holidays. This position reports to the Manager, Customer Care. Provides 24x7x365 customer support for our domain name registries and managed DNS customers. Promptly resolves application/system problems including determining the root cause of the problem through to an appropriate solution. Provides mentoring, training, and support to the Associates' Tech Support team and external team if required. Keeps customers apprised of the work effort being conducted to resolve their issues within our service level agreements. Regularly monitors and follows up on trouble tickets. Actively contributes to a growing knowledge base that improves the effectiveness of the team and the information available to our customers (Wiki/Knowledge Base) Consults with appropriate members of the IT and/or Development team in order to resolve customer issues. Escalates to Team Leaders and/or Customer Support Manager when appropriate. Prepares customer and management reports as required. Represents and provides input from Technical Support in projects as assigned. Other duties as assigned. Who You Are / What You Bring At least 1 year of experience in a Technical/Customer Support environment. University degree or college diploma in Computer Science, Telecommunications, Engineering, OR equivalent work experience. Demonstrated ability to research and resolve problems using a variety of resources and tools. An understanding of internet-based applications, domains, and web hosting. Knowledge of domain name services (DNS). Experience in working with ticketing systems and knowledge bases. Experience with the following would be an asset: Linux/BASH TCP/IP SSL EPP Protocol, XML, or other markup languages SQL, PostgreSQL Java Applications Open Office or Microsoft Office Salesforce or JIRA A Few Things To Know About Us Identity Digital Inc. is an Equal Opportunity Employer and does not discriminate on the basis of race, color, religion, sex, age, national origin, veteran status, marital status, sexual orientation, gender identity, disability, or any other category prohibited by local, state, or federal law. This policy applies to all aspects of employment, including recruitment, placement, promotion, transfer, demotion, compensation, benefits, social and recreational activities, and termination.