Tech Support Analyst

At CLEAResult, we lead the transition to a sustainable, equitable, and carbon-neutral energy-efficient future for our communities and our planet. We do that by creating a people-first culture built on trust, accountability, and transparency; where every employee – regardless of position, role, or identity is treated with respect and given an equal chance to thrive.
Additionally, you will enjoy:
• Medical, Dental, and Vision Insurance; we also offer a company-paid health care concierge service to help navigate our health plan to make the best decisions for you and yours
• 401(k) with company match
• Paid vacation, sick, personal and parental leave time
• Paid Volunteer Time: giving back to our communities is important to us
• Employee Recognition Program – convert your recognition points into gift cards
• Employee Assistance Program – offers benefits to help you manage daily responsibilities
• Access to on-demand training courses to advance further in your career

Job Description

We are looking for a talented individual…

To join our team as a Tech Support Analyst! Technical Support personnel will perform Tier 1 and Tier 2 troubleshooting and customer service to participating customers, contractors, and program partners. They will provide guidance & mentoring to other technical support staff assisting in resolving escalated customer or contractor issues. They may provide remote support utilizing various support tools, including over the phone, instant message/chat, etc., in accordance with established procedures, documenting issues and resolutions.

Here at CLEAResult, you will fit right in with our energetic team if you are resourceful, resilient, and kind.

For this exciting career opportunity, you’re a great fit if you can…

• Perform day-to-day support interacting with users, resolving moderately complex programmatic issues in a help desk environment.

• Provide a positive customer service experience.

• Instructs users in the use of personal computers and networks
  Follows all guidelines in the service & operating level agreements as well as operating procedures

• Documents issues and solutions thoroughly in a help desk environment.

• Answers queries by telephone, email, or chat within the ticket tracking system in support of internal and/or external customers. .

• Utilizes available knowledge documents, conducts research, interacts with, and escalates to other support personnel to resolve customer’s issues.

• Routes complex issues to next level support quickly for further investigation when appropriate.

• Alerts senior technical staff and/or management to recurring issues and patterns of issues.

• Maintains and updates records and tracking databases.

• Coordinates the resolution of moderately complex incidents and problems with the appropriate vendors and internal staff.

• Trains junior technical staff in established processes and procedures.

• Performs other duties as assigned or apparent.

In this exciting career opportunity, you will have…

• High School Diploma - Required

• Associate’s degree preferred; or equivalent combination of education and experience preferred.

• Customer service skills

• Great communication skills

• High attention to detail

• Ability to learn quickly

Target Compensation

$26.00/hr

Compensation Range

$20.70 - $31.00

Currency

USD

Type

Hourly

Any offered salary is determined based on internal equity, internal salary ranges, market data/ranges, applicant’s skills and prior relevant experience, certain degrees and certifications (e.g. JD/technology), for example.

Sponsorship is not available for this position at this time. Successful hires must pass pre-employment checks.

Equal Opportunity Employer

As an Equal Opportunity Employer, we are committed to ensuring equal employment opportunities for all job applicants and employees. Employment decisions are based upon job-related reasons regardless of an applicant’s race, color, religion, national origin, marital status, age, sex, gender identity, sexual orientation, status as a qualified individual with a disability or protected veteran, or any other protected status.

The above job description and job requirements are not intended to be all inclusive. CLEAResult retains the right to make changes or adjustments to job descriptions and/or requirements at any time without notice.