Technical Support Delivery Analyst-Compensation

About the Role

In this role, you will provide technical support to customers and consultants on complex products and systems. You will monitor, diagnose, and solve highly technical and sophisticated software and infrastructure issues, report operational and performance issues to Engineering teams, and collaborate with multiple stakeholders through resolution. The Support Analyst will also ensure outstanding customer experience through strong and timely communication on the status of issues as well as customer concerns, until an acceptable solution is delivered.

Responsibilities:
o Resolve technical support tickets within SLAs, troubleshooting software and hardware issues.
o Monitor system performance and availability, identify potential issues, and implement solutions.
o Document support activities and resolutions in the ticketing system.
o Escalate complex issues to senior team members or management.
o Perform root cause analysis and provi...