Technical Support Analyst I (Excel)

What does a day in the life of a Technical Support Analyst I like?

• Exceed client expectations by providing an amazing support experience
• Identify and resolve client issues via incoming emails, etc..
• Answer how-to questions
• Replicate, troubleshoot, and describe simple bugs and report to product/engineering
• Provide clients with knowledge regarding software functionality and best practices
• Provide clients with root cause analysis and in-depth troubleshooting
• Meet and exceed Service Level Agreements through effective incident management
• Keep thorough, clear, and complete records in the ticketing system of all actions taken
• Escalate tickets as appropriate
• Be friendly, efficient, and dependable, and always provide timely updates to users
• When assigned, create documentation of Support processes
• Contribute to the overall content and quality of client's knowledge base
• Other duties as assigned

What are the required qualifications of Technical Support Analyst I?

• Bachelor’s Degree or equivalent experience
• 2-5 years of professional technical support experience
• Advance MS Excel skills (formula, calculations, coding, etc.)
• Strong technical, troubleshooting, and analytical skill
• Experience with Salesforce
• Proven ability to function in a self-directed environment
• Strong verbal and written communication skills.
• Professional. Internally client is a startup, and it is awesome. Externally, it’s important that clients see that fun, but as a Fintech startup, working with senior members of management at some of the biggest brands in the world, every interaction needs to be fast, professional, succinct, and intelligent.
• Reliable. Since your work will represent much of the first experience a client has, you must be able to perform your work and manage your projects to complete them in a timely manner
• Detail-oriented - you must be able to notice small details and fit them within the larger picture.
• Knowledge with commission plans and calculations

Preferred qualifications

• Sales ops, especially familiarity with Salesforce (from an admin perspective)
• Technical expertise (SQL/database, light coding, etc...) is a huge plus
• Basic accounting/finance understanding
• Interest in Startups/Tech/Finance. Our team loves the startup community, and genuine interest in the space is huge